Company:

Astreya Partners are at the cusp of the new way of working.  We provide IT services and Managed Performance to some of the most exciting companies on the planet.  Our delivery model helps our clients be Positively Productive by matching exceptional people to on-site teams delivering world class IT service.  With engineers in over 30 countries and 70 cities around the world we are a truly global company working with truly global clients.  

Job Summary (Team and Role Overview):

Astreya is looking for a self-motivated individual for a new and exciting role working s part of the Audio Visual Program for a industry-leading technology company.

You will have a demonstrated passion for technology, be able to adapt to a busy working environment and possess exceptional communication skills as you will be liaising with colleagues across the entire Global Organization.

You will work as part of a global team and play a key role in monitoring the ticketing system on a daily basis and ensuring that contractual SLAs are met.

Your role and responsibilities:

Daily monitoring of the ticketing system, reassigning tickets where required Ensure that information is accurately recorded Collaborate with various teams responsible for ticket resolution Ensuring all SLAs are met, prioritising tickets and escalating to management as and when required Monitor ticketing database and ensure that data is accurate, making changes as required Produce daily / weekly / monthly reports as required Identify trends or recurring problems and escalate to management for resolution Ensure incidents are assigned to the correct resolver team Develop and maintain knowledge and skills and keep up-to-date with new processes and procedures Flexibility essential - Working both office based and also remote and be willing to occasionally adjust shift pattern due to time difference in order to meet with colleagues from other regions

Your experience and qualifications:

Experience with Microsoft Excel Knowledge of Google Suite products Excellent Communication skills, both verbal and written Good understanding or previous experience with ticketing systems Good understanding or previous experience in a technology driven environment Proactive attitude Excellent customer service skills Can work both within a team and independently Ability to multitask and prioritise own workload Strong ability to use good judgment, problem-solving, and decision making skills. Ability to maintain confidentiality and professional decorum. Level/years of experience required - minimum 1 to 2 years of experience in a Help Desk role and ticketing systems Educational/Certification required - Bachelor Degree preferred but not essential Occasional night shift/weekend hours involved - Yes

 

What can Astreya offer you?

Working with some of the biggest firms in the world as part of the Astreya delivery network Employment in the fast growing IT space providing you with brilliant career options for years to come Introduction to the new ways of working and awesome technologies Career paths to help you establish where you want to go A company-wide mentoring program to advise you along the way Online training courses through CBT-nuggets to upskill you Performance management system to provide you with meaningful, actionable feedback Dedicated management to provide you with a point of leadership and care Internal promotion focus.  We love to build people from within. Numerous on-the-job perks Peer Recognition Market competitive rates and benefits