Service Desk Expert

Responsibilities:Ownership of technical issues through to conclusionGood command over EnglishAssists both Service Desk Agents and Service Desk Trainees in the management of any issues through to conclusionWorks with the team in dealing with major incidents, owning, escalating and following through to conclusionMonitors and analyse performance of Service Desk Agents handling live incoming calls and provides call coaching advice and guidance to Agents to improve the quality of the service delivered to the Customer Ensures Service Desk infrastructure has the correct level of functionality and is operationalSupports contact and follow up for Resolver groups to progress Incident, Problem and Change chases initiated by Service Desk AgentsTeam Working Proactively assists other team members to achieve team objectives and targets, may run short training sessions for Service Desk AgentsSupports discovery and documentation activities for the Service DeskData Handling Ensures correct deployment of escalation route for all operational technical calls within Fujitsu and external resolving groupsEnsures Knowledge base is maintained Reviews and filters all staff suggestions regarding any improvements to any aspect of the service and escalate to appropriate contact pointAble to deal communicate complex technical instructions clearly and simplyAble to resolve difficult technical problems taking into account a range of factorsUnderstands all scenarios detailed in current Business Continuity Plan documentation and have the ability to invoke when necessaryMakes recommendations and updates to all operational procedures Requires less (or no) supervision and is more able to deal with non-routine situations Deals with escalations from Service Desk Agents and takes ownership of more difficult problemsTypically supports 1 customer/desk Could be internal and/or external customer Typical career path will be to Service Desk Team Manager or ITIL Process Manager Support the resolution of incidents to agreed service levels Assess and improve the skills and knowledge of Service Desk Agents Support assessing and implementing new service components To act as point of support in dispute or uncertainty over appropriate resolver group for an incident To ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties