Service Desk Admin - Incident Management

The Service Desk team serves as the primary point of contact between the Alamy IT Services team and end users who report issues and need technical assistance. As a service desk admin, your main responsibility is to supervise the daily operations of the IT service-desk to ensure that users and business teams receive the necessary support. Your duties will include incident management support, such as logging and categorizing incidents, responding proactively to alerts and events through monitoring systems, and keeping users informed of progress and upcoming changes. You will also maintain a detailed incident log, own change management and incident review meetings, follow up with customers for updates, and report recurring incidents to the problem management team for root cause analysis. To excel in this role, you should have technical skills and at least 1-2 years of experience in a help desk executive or customer support role. You must be able to organize and prioritize incidents based on their level of disruption, manage your time effectively when dealing with multiple issues, possess a good understanding of computer systems, and be capable of diagnosing and resolving basic technical problems. Basic knowledge of IT security, proficiency in written and spoken English, and the ability to communicate confidently with various business sectors are also required. This is a full-time, permanent position suitable for freshers. The benefits include cell phone reimbursement, commuter assistance, flexible schedule, provided food, health insurance, internet reimbursement, leave encashment, life insurance, paid sick time, paid time off, and provident fund contributions. The job may involve working day, evening, morning, night, rotational, and UK shifts, with weekend availability required. The role is based in Thiruvananthapuram, Kerala, and candidates must be willing to commute or relocate. In your application, please mention your notice period, expected CTC, and explain in a paragraph why you believe you are a suitable candidate for this position. Prior experience in incident management is required. ,