Job Description:
Key Responsibilities:
• Update support call documentation within the Service Desk management system,
ensuring accurate incident details and history.
• Work within agreed Service Desk procedures at all times.
• Resolve user requests in accordance with service level agreements.
• Own issues until they are mitigated, resolved, or transferred to a new owner.
• Stay informed about new products and services used in customer deployments.
• Produce relevant training documentation.
• Achieve KPIs to ensure service quality and support Mastek’s service management.
• Demonstrate knowledge of specific technologies and develop technical expertise
across supported services.
• Resolve user requests, providing clear and concise updates.
• Maintain confidentiality per data protection policies and procedures.
• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies
and create self-service materials to reduce incident volumes.
• Focus on customer satisfaction by demonstrating empathy and going the extra mile.
• Undertake other duties as required by the manager.
Role Requirements:
Experience / Education:
• ITIL V4 Certification desirable; ITIL V4 training preferred.
• Proven experience in an IT/Application Support helpdesk, providing direct user support.
• Advocate of ITIL best practice processes.
• Experience in a customer-facing environment.
• Experience in fault finding and improving first-time fix ratios.
Key Generic Competencies:
• Ability to communicate effectively with colleagues of varying IT skill levels in potentially
pressured situations.
• Strong organizational, time management, and work prioritization skills.
• Ability to work independently and take initiative.
• Creative problem-solving skills.
• Ability to accurately record detailed information and engage with customers for
additional information as needed.
• Commitment to maintaining high-quality standards.
• Customer-focused with a flexible approach to business requirements.
• Ability to work collaboratively as part of a team.
• Fluent in written and spoken English