IT Support Specialist
14 hours ago
Experience the challenge and satisfaction of providing top-notch technical support to our business users and stakeholders. As a key member of our IT team, you will play a crucial role in ensuring seamless operations and exceptional customer experience.
About the JobWe are seeking an experienced IT Support Specialist to join our Service Desk team. In this role, you will be responsible for receiving, prioritizing, documenting, and actively resolving end-user incidents and requests. Your timely escalation of critical issues will ensure minimal disruption to our business operations.
Key Responsibilities- Act as a single point of contact for phone calls, chats, and emails from staff regarding IT issues and queries
- Answering and responding to all phone calls in a friendly and effective manner (working towards SLA)
- Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
- Incident management and service request fulfillment
- Own and progress call queues (own queue & teams' queue) and support tasks, ensuring timely resolution within SLA
- Resolve escalated calls from the business
- Resolve 90% of first-time fix incidents
- Monitoring of IT Service Desk unassigned ServiceNow queues and IT Service Desk mailboxes
- Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune
- Resolving users' issues or escalating to support teams where necessary
- Extensive experience with ServiceNow and good knowledge of Incidents, Requests, Dashboards, and Reporting with basic understanding of Problem & Change
- Proactive involvement with a range of IT project work and continuous service improvement
- Participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday
- Promote teamwork and knowledge sharing
- Create, maintain, and review knowledge articles shared with all IT support teams
- Previous IT experience working on an ITIL-aligned Service Desk
- Proven customer service experience with excellent written and verbal communication skills
- Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
- Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time
- Bachelor's degree in IT, Computer Science, Engineering, or related field; or equivalent work experience
- 2-4 years of experience in a Global IT Service Desk
- Effective communication skills, both verbal and written, with the ability to communicate with all levels within the organization
- A technical background with a wide breadth of experience in IT infrastructure including desktop hardware, enterprise applications, storage, networks, and servers
- Excellent communication skills & practices delivery of ITIL process training sessions
A competitive salary of ₹450,000 - ₹550,000 per annum, depending on experience, plus additional benefits package including health insurance, retirement plan, and paid time off.
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