Job Title

About the job: Service Desk Monitoring - EUCRoles and Responsibilities of Service Desk:Monitoring team member responsible for taking calls from business users, logging tickets, and actioning or triaging tickets to relevant support teams.Processing email support requests from clients, logging tickets, and resolving or triaging tickets accordingly.Escalating tickets to relevant teams as per SOP, especially for P1 and P2 priority tickets.Communicating with business users as required.Working closely with track leads and delivery managers to ensure tickets are addressed within SLA.Supporting, mentoring, and managing the team to meet KPIs, including first call resolution.Monitoring all server and device alerts in the data center 24x7, validating alerts, and assigning valid alerts to the appropriate technology support tracks.Following up with teams to ensure open items are closed on time.Raising incident tickets based on alerts and thresholds, and escalating if not acknowledged within SLA.Raising service requests as needed.Preparing daily, weekly, and monthly reports.Maintaining false alert registry and coordinating with teams to update alert configurations.Sending daily incident dump reports to support teams.Participating in daily support team calls and preparing reports on outstanding incidents and service requests.Initiating bridge calls for P1 and P2 issues.Experience Must Have:3 to 5 years of experience in Service Desk or Network Monitoring (NOC) center.ITIL V3 Foundation certification or knowledge.Excellent communication skills in English, both verbal and written.Diploma or degree in IT discipline. #J-18808-Ljbffr