IT Support Specialist

6 days ago

Mumbai, Maharashtra, India beBeeCustomer Full time

Key Responsibilities and Main Duties

Operational Management Overview

  • Ticket analysis, prioritization, and assignment.
  • Major IT incident escalation,
  • User account management, network access, and user provisioning/termination.
  • Deliver exceptional customer service on inbound and outbound calls.
  • Resolve queries efficiently and effectively by taking ownership for first-call resolution.
  • Identify opportunities to promote other value-added services.
  • Participate in formal and informal team-based training.
  • Comply with all legislative requirements relevant to the role.
  • Ensure adherence to Service Level agreements for Incidents and Requests.
  • Monitor the Service Desk queue, ensuring timely and professional ticket resolution.
  • Foster high-quality and efficient IT services by consistently applying agreed-upon operational processes.
  • Optimize key Service Desk performance metrics.
  • Pursue quality improvement initiatives.
  • Cultivate a proactive approach within the Service Desk team.
  • Perform other responsibilities as directed by the Manager or Team Leader.

Experience and Key Attributes

  • Background in Service Desk operations – delivering IT support.
  • Active Directory management.
  • Service Now experience.
  • Proficiency in ITIL processes.
  • Strong written and verbal communication skills.
  • Excellent customer service skills.

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