IT Service Desk Specialist

Job Description

BCD travel

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IT Service Desk Specialist

As an IT Service Desk Agent, you will represent the ICT Organization as a member of the global IT Service Desk delivering qualified IT 1st level support to employees companywide. Via phone support or case management, you will provide case resolution to users, walk users through a series of steps to determine the issue, classify the level and priority, escalate tickets to the 2nd level support if necessary, and open, track and close trouble tickets

You’ll do:

Get Maintain case management tracking system from the input of issues through the resolution Complete tasks or escalate cases to appropriate teams when necessary

Act as the single point of contact for the customer for all types of ICT services Communicate effectively with both unskilled and skilled PC users

Ensure an accurate prequalification of all support tickets

Provide support for company Windows PC and peripherals, Microsoft Cloud Services, VPN and

VDI/Citrix

Troubleshoot Hardware and install Software

• Follow and enforce all ICT policies, procedures, and security best practices Assist other technical teams within the company

About you:

Knowledge of IT systems, Certification in ITIL Standards

Technical Degree or Equivalent, on the Job Experience, and Microsoft Desktop Certifications Excellent communication skills in English language with including oral and written

Ability to interpret and follow written IT policies and procedures Willingness to work in a shift model to cover 24/7/365 support

You’ll be offered:

to grow your skillset and career

An inclusive work environment where diversity is celebrated A fun team of 200 co-workers in a brand new office at One Galle Face Tower

International tramings and 13.000+ international colleagues world-wide!

Interested? We encourage you to apply and continue to grow in your career. Remember that your knowledge of BCD Travel and passion for our company can be as important as the listed requirements. Create your profile and upload your resume/cover letter via our website. Submit your resume to coreers@beatralasc.com

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