IT Service Desk Coordinator

at Expolanka Holdings PLC

ITX360 is Sri Lanka's premier IT services and development company offering end to end solutions for all technological and environmental needs. As a fully owned subsidiary of Expolanka Holdings PLC, ITX360 provides support for consultancy, managed IT services and Software Development. We are currently looking for a dynamic individual to join our team as:

IT Service Desk Coordinator

Requirements:

• A Bachelor's degree from a recognised university
• Experience as a Level 3 engineer
• Strong verbal and written communication skills, including strong documentation skills

Job Role:

• Take ownership of customer incidents and requests by providing telephone, remote and email support to our clients and logging incidents and requests
• Open tickets, resolve issues, and work with IT staff to assign out incidents that you are unable to resolve (80% first call resolution)
• Provide usage support to software packages but not limited to Microsoft Word, Outlook, Excel
• Works closely with onsite technical teams to recognise and report root cause analysis of incidents reported to the service desk
• Identify and report to IT Manager recurring incidents that spot trends and potential problem sources
• Coordination between multiple teams for effective resolution. Escalate within support organisation as required
• Provides positive customer experience with each customer interaction
• Play a key role in ensuring excellence of service to internal users
• Handle IT technical support covering desktops, laptops, network, printer and a variety of Corporate and facility applications
• Working directly with all levels of the organisation

Please email your CV within 7 days of this advertisement to careers@itx360.com with the names of two non-related referees. The "Subject" line of the email should carry the post applied.

www.itx360.com

Valid Until: Apr 04, 2017
Categorized Under:
Customer Service Jobs / IT Jobs