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IT Service Desk Support Specialist
2 months ago
At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world.
We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence.
We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.
Key Responsibilities:
- Manage Service Desk activities, including owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism
Requirements:
- Graduate with Minimum 3+ years of experience in service Desk
- Excellent communication and conversation skills in English with a Versant Score of 70
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Candidate to be ITIL certified
What We Offer:
- Competitive Salary
- Company Pension Scheme
- Comprehensive Health Insurance
- Flexible and hybrid working options dependent on Customer requirements
- 24 days paid annual holidays + public holidays
- Professional Development and Training Opportunities
- Employee Assistance Program (EAP)
- Diversity, Equity, and Inclusion Initiatives
- Company Events and Team-Building Activities
We are an equal opportunities employer and welcome applications from all qualified candidates.
