Trp - IT Service Desk

3 days ago

Mumbai, India Travelex Full time

Service Desk - TRP

Role purpose

The purpose of the role is the delivery of first line proactive and reactive technical support for all Travelex business areas. Working closely with IT colleagues, partners, suppliers and business areas to provide a single point of contact to log, fix and progress IT related requests and faults.

Key accountabilities

Call Management

To ensure that all calls are logged accurately within IT Service Desk

Capture detail & correct information pertaining to all inbound calls

Incident Management

To ensure all calls are updated and resolved within SLA targets

To endeavor to provide an ‘Above Customer Expectation’ service

Undertake first line resolution activities

Communication

Writes and speaks fluently on all aspects of work and communicates effectively

General

Undertakes any necessary training associated with the duties of the post and participates in training.

Complies with Travelex policies and standards, including all Company Health and Safety policies and legislation in the performance of their duties and responsibilities

Maintains confidentiality and observes data protection guidelines

Carries out any other reasonable duties in line with their capability

Experience and personal qualities

Desire to provide the customer support/service delivery.

Excellent customer service skills with a high level of focus on quality

Excellent inter-personal skills (verbal and written)

Clear understanding and interest in current and emerging IT technologies

Beneficial to have an awareness of the IT industry in general

An understanding and interest in the use of IT within business functions

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