Service Desk Administrators - Incident Management

Brief DescriptionThe Service Desk team is the single point of contact between the Alamy IT Services team and the end users reporting issues and requiring technical assistance. The service desk admin is responsible for overseeing the day-to-day activities of IT service-desk operations to ensure users and business teams receive the support they require. Responsibilities Incident Management Support

Incident Logging and Categorization. Proactive response to alerts and event through monitoring systems Communicate with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications. Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident. Own change management and incident review meetings. Follow-up for customer updates and record the information. Report repeated incidents to the problem management team for root cause analysis. Preferred Skills Proven experience (1 - 2 years) as a help desk executive or other customer support role or tools is mandatory. Organize and prioritize incidents based on the level of disruption that they cause. Excellent time management aids and should be able to set priorities when covering multiple issues. Good understanding of computer systems. Ability to diagnose and resolve basic technical issues is a plus. Basic knowledge of IT security. Good written and spoken English and can confidently communicate with all areas of the business.

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