Our partner is a leading global provider of mission critical air and gas handling products providing service and support to customers around the world.

To manage user service desk requests, both automated and user generated, within defined SLA’s and to provide initial triage and routing for all incidents and requests. To be the first point of contact for the end users and the “face” of IT.

Responsibilities:

• manage global service desk calls by following structured processes, maintaining case records, liaising with relevant departments and ensuring all requests are dealt with effectively
• ability to manage workload according to ITIL best practices
• process all logged calls in a timely manner and within agreed SLA
• ensure that calls they are responsible for are continually managed, progressed and that end users are provided with sufficient detail through to resolution