Address- Performing Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Assist with the direction in the execution of the Service Desk duties
- Monitoring of the ticket queue, ensuring higher priority tickets are dealt with in a timely and professional manner
- Foster learning and on the job training
- Incident & request management and escalation
- Keep stakeholders up-to-date with resolution efforts on current incidents
- Manage and coordinate urgent and complicated issues
- Coordinate Service Desk requests against SLAs and/or agreed metrics
- Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures Ensure Service Desk processes, procedures and work instructions are executed correctly and consistently by all staff.
- 5 + years’ experience in IT
- Expert skills and experience in Service Desk processes
- Expert skills and experience in Service Management tooling
- A degree qualification in Information Technology
- ITIL V3 / V4 qualification essential
- Good communication and interpersonal skills
- Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
- A track record in 1st Line incident diagnosis and resolution
- Proven ability to work flexibly and adapt to demand
- Customer focused.
Our HUB in Mumbai has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for Link Group businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of Link Group’s global operations and knowledge base.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
