Analyst - IT Service Desk

20 hours ago

Mumbai, Maharashtra, India Travelex Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Service Desk – Analyst

Role Dimensions:

The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.

Key accountabilities

Call Management

  • Deliver best practices of call management:
  • To ensure that all calls are logged accurately within IT Service Desk.
  • Capture detail & correct information pertaining to all inbound calls.
  • Maintain professionalism on call.
  • Good knowledge of soft skills, empathy etc.

Incident Management

  • To ensure all calls are updated and resolved within SLA targets.
  • To endeavour to provide an 'Above Customer Expectation' service.
  • Undertake first line resolution activities.
  • Participate in on-going review and maintenance of the IT Service Desk processes.
  • To take part in knowledge sharing activities; to include both business and technical knowledge sharing.
  • Take ownership of all open tickets within the team.

Shift Rota

  • To take part in a shift rota to ensure that adequate cover is provided 24/7 per week including weekends and bank holidays. There is an additional leave approved as part of the bank holiday cover.

Communication

  • Writes and speaks fluently on all aspects of work and communicates effectively.
  • Actively communicate and seek feedback from colleagues and customers.
  • Be proactive in working along with colleagues to improve Service Desk customer experience.

Email

  • Ability to write professional emails explaining all factors in one go.
  • Take ownership and follow up till resolution.
  • Avoid multiple trail emails and try and call and resolve or fulfill the requirement via call.

General

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

Azure knowledge:

  • Should have L1 Azure knowledge and experience to deliver the related support.

Experience and personal qualities

  • 3-4 year's experience in IT and customer support/service delivery role.
  • Excellent customer service skills with a high level of focus on quality.
  • Ability to communicate in a clear and professional manner.
  • Problem solving and analytical skills and ability to work under pressure and deliver the best service.
  • 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 (network, server etc.)
  • An understanding and interest of the use of technology within business functions.

Desirable

  • Understand process improvement requirements.
  • Data analytical skills.

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