Associate Technology Operations - Service Desk Job in Pune at Maersk

Maersk is hiring for the role of Associate Technology Operations - Service Desk!

Responsibilities of the Candidate:

• Providing support for all Technology related- activities and initiatives
• Break/fix assistance for all technology issues but not limited to password and access assistance but also an escalation of high-priority incidents including server and network escalations
• Working and collaborating with global teams, employees of Maersk, and different technology and engineering teams to restore service and/or identify problems
• Incident Logging and Categorisation - Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident
• Organizing and prioritizing tickets based on the level of disruption that they cause
• Escalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)
• Communication with users – keeping them informed of incident and service request progress
• Conducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses

Requirements:

• Degree in Technology, computer science, information systems, or similar
• Working experience in a Technology performance analysis and end-user support role
• Strong understanding of operating systems, software, and devices
• Knowledge of Information Technology Infrastructure Library (ITIL) practices preferred
• Strong collaboration, communication, and interpersonal skills in a customer service setting
• Exceptional analytical and problem-solving skills
• Excellent organizational and time management skills
• Knowledge in ITSM tools, customer relationship management (CRM) and task management software would be desirable