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.
The objective of the IT Service Desk Engineer is to resolve remote users I.T. problems by means of a first-time fix, escalation to appropriate Rakuten resolver team or dispatching for on-site support.
The IT Service Desk Engineer responds to clients regarding queries and technical support. Contacts reach the Engineer via email, phone, chat and ticket handling systems.
All Engineers are willing to work variable shift patterns on request.
To log, validate and diagnose customer issues on the full range of products and applications supported on site. Provide the client with a solution through information gathering, analytical troubleshooting and query research, or to route or escalate the contact to the appropriate resolution group.
Escalation and management of contacts to agreed service levels. Work with IT Service Desk colleagues to meet or exceed Service Level Agreements (SLA’s).
Excellent attendance and punctuality are required as well as adhering to all company policies and procedures.
Required knowledge, experience and skills :