Good understanding of the ITIL v3/V4 framework.
1-5yrs in Experience in IT Service desk from the global organisations of repute.
Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI s.
Excellent communication skills and customer focus.
Ability to build and maintain efficient working relationships in a team-based environment.
Strong trouble shooting techniques and analytical thinking.
Meticulous attention to detail.
Excellent customer service skills (strong business focus and can do attitude).
Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote connectivity, AD, MFA, MDM, Applications, hardware skills set.
Experience of working to and exceeding targets.
Experience of IS work management systems (ideally ServiceNow).
Good timekeeping and time management.

Good to Have:

ITIL v3 Foundation Certification.
MS - CIT Certification of Similar.
Experience of working within a multi-cultural environment.
Experience of working in a fast moving and changing large enterprise IT environment.
Experience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote Connectivity, AD etc.

Behavioural Competencies:

Proven experience of delivering process efficiencies and improvements.
Clear and fluent English (both verbal and written).
Ability to build and maintain efficient working relationships with remote teams.
Demonstrate ability to take ownership of and accountability for relevant products and services.
Ability to plan, prioritise and complete your own work, whilst remaining a team player.
Willingness to engage with and work in other technologies.

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