Service Desk

Job Description

This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. You will play a key role in establishing and developing a Centre of Excellence to drive efficiency, standardisation, and automation across the business, working in close collaboration with various teams in Navi Mumbai and London. Key responsibilities The Service Desk position is a vital role within Agilisys and this role will be responsible for the recording of all incidents, service requests, and requests for change (RFCs) that come to the Service Desk via phone or email. You will gain hands-on experience in a fast-paced and progressive environment, where you will support us in building our mission to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. The successful Service Desk hire will play a vital role in shaping the Service Desk to: Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT). Communicate with users by phone, email, and via intranet. Deliver a high standard of customer care, by taking ownership of incidents. Take part in IT service improvement. Provide technically accurate solutions to users and customers. Maintain the accuracy of the SMT and related databases by updating new user information, relocations, etc. Update the Knowledgebase by adding articles and supplying new documentation where appropriate. Continuously communicate with internal customers to provide updates on incident resolution. Liaise directly with external maintenance suppliers. Opportunity This role is an excellent platform for experienced professionals to take their career to the next level. You will play a key role in establishing and developing a Centre of Excellence to drive efficiency, standardisation, and automation across the business, working in close collaboration with various teams in Navi Mumbai and London. ABOUT YOU The ideal candidate will have a track record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role. The Ideal Candidate Experience of working within a customer service environment, preferably within IT. Good problem-solving aptitude and skills. A positive analytical attitude to support process and performance improvement. Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available. Knowledge of current Microsoft Windows computer operating systems. Knowledge of hardware and systems software installation and support. Knowledge of PC hardware components and peripherals. Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients Maintains an open-minded approach, fosters resilience and inclusivity, leads complex projects with multiple stakeholders, makes effective decisions.