Watford, United Kingdom | Posted on 08/22/2025We provide end-to-end IT solutions and services including Applications services, Data and Analytics services, AI/ML Technologies and Professional services in the UK and EU market.Job Description

To perform the activities associate is required to be the first point of contact for all IT-related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, process knowledge of Incident/Request/Change/Problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross-leveraged to any of the contact modalities like Phone and Chat to cater the incoming contacts at service desk.Essential Duties and ResponsibilitiesWork as part of the 11x7 Shift system on the IT Service DeskReceives and handles requests for service, following agreed procedures1st line support: troubleshooting of IT related problemsPromptly allocates calls as appropriateLogs incidents and service requests and maintains relevant recordsIdentifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionMonitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolutionMonitoring queues to ensure SLAs are maintainedAssigning the tickets which are out of scope to Service Desk/Other TeamsCoordinating tickets that cross organizational boundaries to ensure customer satisfactionSkills and AbilitiesStrong organization skills and ability to multi-task and prioritize workExcellent communication skills with the ability to work with executive staff members both internally and externallyAbility to deliver engaging, polished, and professional presentations to internal and external audiencesExcellent written and verbal communication and presentation skillsEducation / ExpertiseMust be a Graduate. B.Tech/B.E or any other technical degree preferredEnglish Service Desk experience is mandatory

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