Service Desk Job in Zensar Technologies Ltd.

logging incidents and service requests via telephone and email; providing remote support to BMI Healthcare users and in accordance with any defined legal, regulatory or best practice standards. Typical tasks include:
Log incidents and service requests via telephone and email
Provide remote support to users of BMI Healthcare IT services
User administration
Core Responsibilities & Key Accountabilities:
Respond promptly to BMI IT end-user incidents, service requests or questions about BMI IT Services working to defined IT SLAs and coordinating with others and/or escalating promptly when necessary.
Ensure high level of user satisfaction through a professional appearance and a friendly and professional telephone and email writing manner combined with ability to translate information from technical to non-technical language.
Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.

Key Performance Indicators:
Number of logs opened/updated/closed by due date per week & month.
Number of telephone calls answered per week & month.
Accuracy of Incident information recorded.
First Contact Resolution.
Average time spent on the phone.
Average time after call work.
User satisfaction levels.

Knowledge / Skills / Qualifications:
Good communication & written skills
Good understanding of supporting a Windows OS platform, including:
Windows 7 & Windows 10
Microsoft Office 2010 & O365 products
Basic network troubleshooting
Good understanding of supporting an Active Directory platform, including:
User administration
Group administration
Basic login troubleshooting
Good understanding of supporting desktop/laptop/tablet/mobile phone/printer hardware
Good understanding of email administration (Office365)
Practical experience of Service Desk toolsets
Experience of meeting room AV equipment preferred.
ITIL Foundation Certificate desired
Solid interpersonal relationships and communication
Demonstrated ability to set personal objectives that support the business/team goals and personal motivation to deliver resultsDemonstrated success in responding to customer s needs and delivering service or product on time and of high quality

Experience of working in professional, service-oriented IT team.
Excellent customer facing/customer service skills.
Able to manage sensitive and sometimes confidential information