Job Description

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