Description
Service Desk Admin - Remedyforce/Oracle
A Leading IT consultancy are looking to hire an experienced Service Desk Administrator with specific knowledge of Remedyforce IT Service Management.
Any exposure to Oracle would also be particularly useful.
The role is WFH/Remote as well as being Inside IR35
Initial 3- 6 month contract - paying between £200-£230 a day.
Role Profile
- Manage incidents/changes/problems in our Remedyforce Service Desk system
- Provide a friendly and professional point of contact for customers for any queries/concerns/escalations raised either by phone or through service desk updates.
- Acknowledge incoming incidents within agreed service level targets. Ensure incidents are prioritised, categorised and assigned to the correct teams for action
- Liaise with team members based in UK and abroad to ensure incidents are being progressed and communications made to customers about actions agreed and completed.
- Assist with creation of templates for and populating of monthly reports for each customer and reports to support service reviews
- Monitor incidents and prompt team members and customer users to complete actions outstanding and request team members to provide regular updates
- Adhering and following strict SLA's
- Managing and Escalating incidents to the relevant supporting functions.
- Work with Service Delivery and Service Desk Managers to assist in development of improvements to quality of service and reporting processes
- Start ASAP
- Remote for the time being with the role being based in our Thatcham HQ if lockdown is lifted - still then only 2/3 days a week in office - no pressure to be office based.