Requisition Number: 1579

Position Title: ROS Sup Svcs Tier I Level I

External Description:

IT Service Desk Analyst Randstad is a multinational human resources consulting form specialising in temporary and permanent recruitment, including contract staffing of professionals and senior managers. We have a great opportunity for an IT Service Desk Analyst to join our IT Team based in Hyderabad. the position The IT Service Desk Analyst will have the opportunity to contribute and support two functions within the UK & Ireland IT Team: 1st line support analyst for the business and supporting the day to day IT service delivery function. First point of contact for all IT related customer queries and issues 2nd line support for our new Salesforce CRM Database and its Front Office Applications, working alongside our internal Talent Technology team to resolve and investigate business queries for consultants, candidates & clients priorities for the role include: Incident Management ▪ Log accurate Incident information, ensuring all relevant information is gathered and noted on the call ▪ Manage Incidents within the ticketing queue and attempt first line resolution ▪ Utilise team members assistance to troubleshoot user queries to achieve best result and to correctly communicate technical and common issues that are occurring for future solutions ▪ Treat ticket escalations as a priority and report to relevant senior member of team Request Fulfilment ▪ Manage requests within the ticketing queue and attempt first line resolution ▪ Progress requests ensuring all relevant information is gathered and noted on the call ▪ Perform Non-Standard Software installs

 

Major Incident ▪ Create a major incident when it is identified ▪ Escalate MI to MI Owner ▪ Perform any further investigative measures as advised by the MI owner & MI Team To be successful in this role you will: Engage with all clients raising the profile of the IT service delivery function Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly Ensure all work is aligned to the ITIL framework Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader, or Head of Talent Technology & Innovation Demonstrate experience in 1st/2nd Line Support Have excellent problem solving skills Attention to detail and ability to critically evaluate information gathered Self-motivated with the ability to prioritise, meet deadlines, and manage changing priorities A results oriented individual who thrives working in a fast paced environment Competent in using G-suite and appropriate testing tools and applications Salesforce experience desirable but not essentia

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Community / Marketing Title: ROS Sup Svcs Tire I Level I

Company Profile:

Location_formattedLocationLong: Hyderabad, Telangana IN

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