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We are looking for talented people to join our center in Mauritius, for the position of IT Service Desk (Back Office) to provide quality assistance to users and maintain a high level of customer satisfaction. Prioritizing, categorizing and managing open cases until resolution with proper documentation on the tickets. Good understanding of customer requests and ability to provide customers with proper and accurate response. Adhere to the Service Level Agreement (SLAs) specified by the Process in terms of quality, productivity, and schedule.

Responsibilities:

• Ensure accurate resolution of incidents and full understanding of customer queries.
• Provide information on services/request via email.
• Able to interact effectively with others and maintain a good attitude at work.
• Maintain good email and phone etiquette.
• Attend to information requests from customers and track them on the internal tool.
• Handle operational queries with a sense of urgency and deliver accurately.
• Support the organization to achieve full adherence to the processes and policies in place.
• Take steps to improve performance based on coaching.
• Active listening skills and attentive to details.
• Detail-oriented and analytical.
• Quick thinker and positive ‘can-do’ approach.
• Flexibility in terms of working hours and good time management.
• Excellent interpersonal and team collaboration skills.
• Aptitude to be multitasking and work under pressure.

Qualifications:

• ​Diploma / Degree in Management, Marketing, or any other relevant qualifications.