Link Group
Mumbai
Financial Analytics & Research
- Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Provide high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by taking ownership for first call resolution
- Identify opportunities to provide information regarding other value-added services
- Participate in formal and informal team based training
- Adhere to all legislative requirements required for the role
- Ensure Service Level compliance for Incidents and Requests
- Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
- Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
- Maintain and improve on key Service Desk performance indicators
- Participation in quality development
- Active involvement in team and cultural change within the Service Desk team
- Other responsibilities as directed by the Manager or Team Leader, Service
- Experience working on a Service Desk – providing IT support
- Active Directory
- Service Now
- ITIL processes
- Strong written and verbal communication
- Strong customer service skills
Our HUB in Mumbai has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for Link Group businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of Link Group’s global operations and knowledge base.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
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