ITIL Incident Management

ITIL Incident Management

Hong Kong
4-7 years
Not Specified

Job Description

Role: ITIL Incident Management
Location: Chengdu, China
Experience: 4-7 Years

Job Description:

  • Basic knowledge about incident management.
  • Escalate Major Incidents to the MIM and/or Problem Manager.
  • Technical skills – because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills
  • Basic knowledge on troubleshooting: Outlook, teams and Password reset in Azure AD.
  • Problem-solving skills – service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues
  • Communication skills – effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues
  • Time management – service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases
  • Team collaboration – service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers


Wipro Limited

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