Jr. Service Desk

6 days ago

Pune, Maharashtra, India Stefanini Group Full time

 
Job Description

Job Description: 

  1. Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. 
  2. Be logged-in and available to answer calls through our global Service Desk call centre solution. 
  3. Actively participate in team meetings and suggest opportunities for continual improvement. 
  4. Support Service Desk KPI/TTI measures. 
  5. Be part of a rotered on call team during weekends, this should have you on-call once a month 
  6. Develop and maintain both technical and customer documentation for standards, processes and procedures. 
  7. Monitor group email inbox and enter into ticketing system.

Working Hours: 3 shifts on a rotational basis  -06:30 - 14:30 (IST)  -14:30 - 22:30 (IST)  -22:30 - 06:30 (IST) 
# Immediate start preferred

Job Requirement: 

  1. Strong customer service skills with a passion to exceed customer expectations. 
  2. Good analytical and problem solving skills. 
  3. An understanding of ITIL v3.
  4. A passion and interest in learning a broad knowledge of hardware and software. 
  5. Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable). 
  6. Strong English written and verbal communication skills. 
  7. Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences. 
  8. Ability to work under stressful conditions. 
  9. Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.


#LI-ONSITE#LI-AP2

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