Jr. Service Desk
- Pune, Maharashtra
- Permanent
- Full-time
- Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes.
- Be logged-in and available to answer calls through our global Service Desk call centre solution.
- Actively participate in team meetings and suggest opportunities for continual improvement.
- Support Service Desk KPI/TTI measures.
- Be part of a rotered on call team during weekends, this should have you on-call once a month
- Develop and maintain both technical and customer documentation for standards, processes and procedures.
- Monitor group email inbox and enter into ticketing system.
- Good analytical and problem solving skills.
- An understanding of ITIL v3.
- A passion and interest in learning a broad knowledge of hardware and software.
- Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
- Strong English written and verbal communication skills.
- Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
- Ability to work under stressful conditions.
- Maintain up-to-date knowledge in the Service Desk sector of IT along with any industry trends or techniques.