Role Dimensions:
The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.

Key accountabilities
Call Management
- Deliver best practices of call management:
- To ensure that all calls are logged accurately within IT Service Desk.
- Capture detail & correct information pertaining to all inbound calls.
- Maintain professionalism on call.
- Good knowledge of soft skills, empathy etc.

Incident Management
- To ensure all calls are updated and resolved within SLA targets.
- To endeavour to provide an ‘Above Customer Expectation’ service.
- Undertake first line resolution activities.
- Participate in on-going review and maintenance of the IT Service Desk processes.
- To take part in knowledge sharing activities; to include both business and technical knowledge sharing.




- Take ownership of all open tickets within the team.

Shift Rota
- To take part in a shift rota to ensure that adequate cover is provided 24/7 per week including weekends and bank holidays. There is an additional leave approved as part of the bank holiday cover.

Communication
- Writes and speaks fluently on all aspects of work and communicates effectively.
- Actively communicate and seek feedback from colleagues and customers.
- Be proactive in working along with colleagues to improve Service Desk customer experience.

Email
- Ability to write skilled emails explaining all factors in one go.
- Take ownership and follow up till resolution.
- Avoid multiple trail emails and try and call and resolve or fulfill the requirement via call.

General
- Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.
- Complies with Trav

📌 Service Desk (Mumbai)
🏢 Travelex
📍 Mumbai