IT Support Specialist

2 weeks ago


Mumbai, Maharashtra, India Travelex Full time

Job Summary

We are seeking an IT Support Specialist to provide first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries, and issues.

Key Responsibilities

  • To deliver best practices of call management, ensuring that all calls are logged accurately within the IT Service Desk.
  • Capture detail and correct information pertaining to all inbound calls, maintaining professionalism on call.
  • Demonstrate good knowledge of soft skills, empathy, and excellent communication skills.
  • To ensure all calls are updated and resolved within SLA targets, providing an 'Above Customer Expectation' service.
  • Undertake first-line resolution activities, participating in ongoing review and maintenance of IT Service Desk processes.
  • To take part in knowledge sharing activities, including both business and technical knowledge sharing.
  • Take ownership of all open tickets within the team.
  • To take part in a shift Rota to ensure adequate cover is provided 24/7 per week, including weekends and bank holidays.

Requirements

  • 1-2 years' experience in IT or a similar customer support/service delivery role.
  • Excellent customer service skills with a high level of focus on quality.
  • Able to communicate clearly and professionally, possessing problem-solving and analytical skills.
  • Excellent interpersonal skills (verbal and written), with a clear understanding and interest in current and emerging IT technologies.
  • Beneficial to have an awareness of the IT industry in general, including network and server knowledge.
  • An understanding and interest in the use of technology within business functions.

Salary Information

The estimated salary for this role is £45,000 - £55,000 per annum, dependent on experience and qualifications.



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