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It Service Management

Keywords / Skills : ITIL, , Customer Service, Service Desk, IT service desk, Resource Management

3 - 8 years
Posted: 2019-04-25

Job Description

Description AND SUMMERY

• Service Desk Operations:

o Log all relevant information regarding incident/service request and allocating category, priority, expectations and escalation where necessary

o Provide first-line investigation and diagnosis of customer incident and service request

o Perform basic troubleshooting of hardware, software, applications and internet access related incidents

o Manage basic user access activity including AD and application user account creation, password reset and allocation of network shared resources

o Escalate incidents/service requests not resolved at First contact within agreed timescales and taking ownership of communicating status to the business/user

o Close all resolved incidents, requests and other calls

o Communicate efficiently and relate major incident to the relevant party

o Coordinate IT service management process including Service Level Agreement, Problem, Change and configuration management

o Adheres to and supports ISO 20000 standards, policies, and procedures

o Ensure the integrity of the information shared within Service Desk

• Customer Service:

o Deal directly with customers either by telephone, electronically or face to face

o Respond promptly to customer inquiries

o Handle and resolve customer complaints

o Obtain and evaluate all relevant information to handle inquiries

o Direct requests and unresolved issues to the designated resource

o Communicate and coordinate with internal departments

o Follow up on customer interactions

o Creates a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers professionally

• Resource & Stakeholder Management:

o Responsible for maintaining relationships with other teams, the business users, third party supplier and address stakeholder expectations

Assume any other responsibilities as directed by the direct supervisor


• Substantial experience in a computing or information technology.

• ITIL Service Management qualification

• Working knowledge on Hardware, Software and Network

• Excellent communication, interpersonal and analytical skills are essential.

• Persuasive and assertive with the ability to change behavior to ensure the optimum utilisation of IT resources.

• Customer service attitudes skills

• Multi-tasking skills and the ability to organize competing priorities.

• Team work skills

• Communication and interpersonal skills

• Preparing and understanding written materials


• 3-5 years of relevant experience in the same field preferably with multi-cultural corporation/organization. 1 year should be in a similar position / responsibility, preferably in a similar Industry.

• Previous experience in IT service desk, Technical and Operation Support

Well exposed to industry standards and best practices in IT Asset and configuration management and Service management practice, Customer Services, service quality


Qualified to diploma/degree level in a computing related subject.


o This is under Government Project.

o Good Salary Best in Industry, Totally negotiable for right candidate

o Company will Provide Family Visa.

o Free education will provide to your kids up to 12th Standard.

o Having Medical Facilities.

o Family Tickets will give Every Year.

o Accommodation and Food.

About Company

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