Provide courteous, timely, and professional technical support to end-users via phone and email, assisting with IT-related incidents, inquiries, and service requests.
Receive, understand, and accurately document user issues, ensuring sufficient information is captured for troubleshooting, escalation, and resolution.
Log, update, monitor, and manage service desk tickets using BMC and ServiceNow, ensuring accurate categorization, prioritization, assignment, documentation, and timely follow-up.
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Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company. Previous call center.
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
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Ensure accurate and timely data entry into our operating system.
Track and trace Air Import files as required. This can be either internally via exp.o or externally via airline websites or by telephone to airline offices.
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Serve as the first point of contact for procurement and accounts payable inquiries received via email, ticketing systems, chat, or phone, ensuring timely and professional customer support
Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution
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Secures that every request is being logged and maintained in a case management tool to track volumes and Service Level Agreements (SLAs).
Works per guidelines and instructions to meet set SLAs and quality targets.
Maintain reminders and notifications to the Center of Expertise Unit HR, Employees, or Managers as specified in the working instructions – strong follow-up practice is important.
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Secures that every request is being logged and maintained in a case management tool to track volumes and Service Level Agreements (SLAs).
Works per guidelines and instructions to meet set SLAs and quality targets.
Maintain reminders and notifications to the Center of Expertise Unit HR, Employees, or Managers as specified in the working instructions – strong follow-up practice is important.
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