- Provide onsite support for India, Americas & Europe.

- Handle incidents, service requests, and queries via multiple channels : Phone, Email, Chat and Service Portal.

- Log, categorise, and prioritise tickets using the Symphony AI Summit ITSM tool.

Incident Management :

- Troubleshoot and resolve Level 1 incidents, including but not limited to :

Password resets
Printer and peripheral issues
Software installations and updates
Email and collaboration tools
Network connectivity

- Hardware troubleshooting and coordination for replacements with OEMs.

- Operating System issues, support for OS builds, configurations, and upgrades.

- Mobile & iPad Support

- Escalate unresolved issues to Level 2/3 support teams as per the escalation matrix.

Request Fulfilment :

- Fulfil standard service requests, including :

Access provisioning and de-provisioning
Distribution of approved software
Asset assignments, update HAM and tracking.

Knowledge Management :

- Create, Maintain and update a centralised knowledge base with step-by-step resolutions for recurring issues.

Reporting and Metrics :

- Provide detailed weekly and monthly performance reports covering :

Ticket volume and resolution times
SLA adherence
Customer satisfaction (CSAT) scores
Root cause analysis (RCA) for major incidents.

- Provide insights on incident trends and identify opportunities for shift left and automation.

User Training and Communication :

- Provide onboarding training to users on ServiceDesk processes and self-help options.

- Disseminate critical IT service-related communications (i.e. planned downtime notifications).

Additional Responsibilities :

- Collaborate with in-house IT teams and third-party vendors.

- Conduct regular reviews to improve ServiceDesk processes.

- Support business continuity plans during disaster recovery scenarios

Required Qualifications :

- Educational Background :

- Degree qualified in a relevant field (i.e. Computer Science, Information Technology).

Technical Skills :

- Demonstrable skills in MS Office (Word, Excel, PowerPoint, and Access).

- Good understanding of the technical structure of the Service Desk and the tools used.

- ITIL certification or equivalent understanding of ITIL best practices.

Preferred Skills and Experience :

- Communication Skills :

- Excellent verbal, listening, and interpersonal skills.

- Strong organisational, prioritisation, communication, and presentation skills.

Experience :

- Previous experience in a similar role.

- Experience with Service Desk ticketing tools.

Other Skills :

- Ability to remain professional in challenging situations.

- Strong analytical and troubleshooting skills.

- Good ITIL understanding for process improvement.

- Security clearance and health and safety awareness