Company Description:


Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long-standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.

           

Duties & Responsibilities:



  • Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
  • Monitor and update call logging system, ensuring customers receive top level service
  • Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user’s issue and resolve upon first contact, when possible.
  • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
  • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password.
  •  Incident Management - ensure all tickets are resolved efficiently
  • Monitor and update call logging system, ensuring customers receive top level service
  • Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.


Knowledge, Experience and Skills:


  •  Fluency in Russian & English both written and oral are required
  • Min 1 Years’ experience in customer support or application support required
  • 3rd level IT related degree desirable
  • MCP and Microsoft software certification desirable
  • Excellent communication skills with the ability to support clients remotely
  • Experience in adhering to KPIs
  • Excellent time management skills and ability to work under time pressure
  • Base understanding of Microsoft Active Directory
  • Understanding of ITIL framework
  • Previous 1st Line experience

 

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