Jr Service Desk

Details

Job Description

Job Description

• Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
• Be logged-in and available to answer calls through our global Service Desk call centre solution.
• Actively participate in team meetings and suggest opportunities for continual improvement.
• Support Service Desk KPI/TTI measures.
• Be part of a rotered on call team during weekends, this should have you on-call once a month
• Develop and maintain both technical and customer documentation for standards, processes and procedures.
• Monitor group email inbox and enter into ticketing system.
  
  

• 06:30 - 14:30 (IST)
• 14:30 - 22:30 (IST)
• 22:30 - 06:30 (IST)
  
  

• Strong customer service skills with a passion to exceed customer expectations.
• Good analytical and problem solving skills.
• An understanding of ITIL v3.
• A passion and interest in learning a broad knowledge of hardware and software.
• Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
• Strong English written and verbal communication skills.
• Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
• Ability to work under stressful conditions.
• Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.