Your Contribution

Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.
Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA's, provision of timely communications and maintenance of ownership until closure.
Collaboration with various teams & stakeholders.
Identify service improvement opportunities along with the leads.
Further development and maintenance of existing knowledge database.
Participates in assigned projects.
Flexible working on weekend, which would be on rotational basis within the team.
Thinking out of the box solutions for issues raised by the customer.
ITIL3/4 foundation certificate is good to have
Passion to learn new concepts, technologies and processes

Your Experience And Qualification

Must be Fluent in written and spoken English.
Should be a Graduate or equivalent degree.
Minimum 2- 3 years proven experience in a service desk / customer service role.
Handling customer queries over the call and via ticketing tool.
Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory
Knowledge of BMC helix ticketing tool system
Excellent communication skills

Shift working – 24/7- 9 hours working

Minimum Requirements

Customer focused and results oriented.
Ability to work alone or as a member of a team.
Readiness to work on shift working pattern and weekend basis.
Responsible and organized.
Logical thinker

Our Offering.

We will provide a collaborative environment working on exciting assignments, along with ongoing personal & career development opportunities.

We encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!

After receiving your online application, the interview process will typically be, once your profile will get shortlisted.

#DiversityMatters with our inclusive culture, we welcome applications from all social, religious & ethnical backgrounds, disabilities both mental and physical, identities (gender) and neurodivergent people.

Do you have any questions

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IT Service Desk Specialist with English language