We believe that you do not need to match every requirement for the job position to make a valuable contribution to our team. We want to hear from you if you have the passion
and potential to drive our mission forward!
At Hexaware, we are committed to building and fostering a team with diverse backgrounds, experiences and skills. We value diversity and inclusion and strive to create a workplace where everyone feels welcome and supported. If you require any reasonable adjustments during the application process, please let us know.
Experience and Skills
- Graduate with at least 3 years of experience working as Service Desk personnel in the UK, with a proven track record of handling complex technical issues.
- Excellent English communication skills, demonstrated by a Versant Score of 70 or higher.
- Advanced knowledge of ITIL processes, including Incident, Change, and Problem Management, with the ability to implement and improve these processes.
- Strong expertise in Active Directory management, Microsoft 365 services, and network troubleshooting.
- Experience in mentoring junior team members and contributing to team development.
- Hands-on experience with ITSM tools like ServiceNow and remote support tools such as BeyondTrust.
- Proven ability to analyze service performance metrics and implement improvements to enhance efficiency and user satisfaction.
Responsibilities
- Develop and share advanced Service Desk reports, providing insights into performance and areas for improvement.
- Drive process automation and self-service initiatives to reduce repetitive manual tasks and improve efficiency.
- Provide expert-level technical support via phone, email, live chat, and self-service platforms, ensuring a professional and user-friendly experience.
- Handle complex troubleshooting for advanced technical issues, minimizing the need for escalation to higher-level support.
- Manage and optimize Active Directory tasks, including account creation, group policy management, security access control, and directory synchronization.
- Deliver advanced support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
- Troubleshoot and resolve network issues, including DNS, DHCP, VPN, firewall, and proxy configurations.
- Utilize tools like SCCM or Intune for remote desktop and endpoint management.
- Monitor and manage IT service tickets, ensuring proper categorization, prioritization, and timely resolution.
- Create and analyze detailed reports to track service performance and recommend improvements.
- Maintain and update the knowledge base with advanced guides, FAQs, and technical documentation.
- Ensure proper ticket logging and assignment, prioritizing issues based on severity and business impact.
- Proactively follow up on incidents to meet service deadlines and prevent business interruptions.
- Escalate unresolved issues promptly to avoid prolonged downtime.
- Use ITSM tools like ServiceNow to manage tickets and workflows efficiently.
- Provide remote support using tools like BeyondTrust to resolve user issues quickly and effectively.
Soft Skills
- Exceptional customer service skills, with the ability to handle complex and high-pressure situations calmly and professionally.
- Analytical mindset with excellent problem-solving skills to address technical and operational challenges.
- Highly organized and detail-oriented, ensuring accurate documentation and efficient task management.
- Empathetic and patient, with a user-focused approach to resolving issues.
- Ability to prioritize tasks effectively and manage competing demands in a fast-paced environment.
Pay: £30,000.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Birmingham (West Midlands)
