Responsibilities
- Deliver high-quality IT support by managing incidents and service requests with speed and professionalism to ensure user satisfaction.
- Achieve and surpass performance benchmarks by adhering to SLAs and KPIs while actively seeking service improvements.
- Serve as a liaison among clients, vendors, and internal departments to facilitate timely resolution of technical issues.
- Ensure accuracy in documentation, enhance the knowledge repository, and support data integrity for optimal service outcomes.
- Advance technical competencies, support first-contact resolutions, and contribute to improved customer experience.
Requirements
- Exceptional verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
- Demonstrated experience with ITSM platforms, combined with logical troubleshooting abilities and analytical thinking.
- Proven capability to manage time effectively, prioritize workloads, remain flexible under pressure, and sustain service excellence.
- Strong team orientation and customer-centric mindset, with awareness of IT operations and service delivery expectations.
Nice to Have
- ITIL V3 or V4 Foundation certification and customer service training are beneficial but not mandatory.
Benefits
- Hybrid working model allowing a mix of remote and office-based schedules to support work-life balance.
- Starting annual leave entitlement of 25 days, increasing by one day per year to a maximum of 28 days.
- Private medical insurance, virtual GP access, health discounts, eye care benefits, and a robust employee assistance program managed by a dedicated wellbeing team.
Work Arrangement
Hybrid
Other
- Work shifts are 8.5 hours long, scheduled between 7am and 7pm, Monday to Friday.
- Generous initial annual leave allowance provided from day one.
- Access to private medical coverage as part of the benefits package.
- Eligibility for discounted health and wellness plans.
- Participation in an eye care scheme supporting vision health.
- Enrollment in comprehensive health and wellbeing initiatives.
- Accrue an additional day of leave each year, up to a total of 28 days.
