IT Service Desk Specialist with English language

Job Summary


Responsibilities

• 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

Experience and Qualifications

• 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

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

Job Details

• Location: Pune
• Functional area: IT
• Department: Services
• Employment type: Full Time
• Experience level: Entry level / Experienced hires

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.