Service Desk

Job Description

Blenheim Chalcot is seeking a Service Desk professional to join their team in Navi Mumbai, India. This role is crucial for recording incidents, service requests, and changes via phone or email. The successful candidate will play a vital role in shaping the Service Desk and contributing to the company's mission of empowering clients through technology and data.Responsibilities:

• Accurately record all calls via phone or email into the Service Management Tool (SMT).
• Communicate with users via phone, email, and intranet.
• Deliver a high standard of customer care, taking ownership of incidents.
• Participate in IT service improvement.
• Provide technically accurate solutions to users and customers.
• Maintain the accuracy of the SMT and related databases.
• Update the Knowledgebase with new articles and documentation.
• Continuously communicate with internal customers to provide updates on incident resolution.
• Liaise directly with external maintenance suppliers.

Requirements:

• Experience working in a customer service environment, preferably within IT.
• Good problem-solving aptitude and skills.
• Positive analytical attitude to support process and performance improvement.
• Ability to diagnose technical faults quickly and accurately over the telephone.
• 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., Microsoft Office suites, web browsers, Microsoft Exchange email clients).

What This Role Offers:

• Opportunity to take career to the next level.
• Play a key role in establishing and developing a Centre of Excellence.
• Collaborate with various teams in Navi Mumbai and London.