MAERSK IS HIRING FOR Associate Technology Operations - Service Desk

 MAERSK IS HIRING FOR Associate Technology Operations - Service Desk

Responsibilities :

• Providing support for all Technology related- activities and initiatives
• Break/fix assistance for all technology issues but not limited to password and access assistance but also escalation of high priority incidents including server and network escalations
• Working and collaborating with global teams, employees of Maersk, different technology and engineering teams in order to restore service and/or identify problems
• Incident Logging and Categorisation - Maintain accurate and up-to-date log of each incident that is reported, including the category/type of incident
• Organising and prioritising tickets based on the level of disruption that they cause
• Escalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)
• Communication with users – keeping them informed of incident and service request progress
• Conducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses

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Associate Service Desk Analyst

The Technology support Service Desk is passionate about technology and the customer experience. The team is responsible for supporting the global organization and is as an entry point for reporting all incidents and service requests as well as supporting users in “How To” queries. 

The Technology support Service Desk is a 24/7/365 one desk model spread across three regions, APAC, India and South America using multiple channel options. A Critical Incident Team(CIT) acts as the interlock between the Service Desk and Major Incident Management.

Responsibilities

• Providing support for all Technology related- activities and initiatives
• Break/fix assistance for all technology issues but not limited to password and access assistance but also escalation of high priority incidents including server and network escalations
• Working and collaborating with global teams, employees of Maersk, different technology and engineering teams in order to restore service and/or identify problems
• Incident Logging and Categorisation - Maintain accurate and up-to-date log of each incident that is reported, including the category/type of incident
• Organising and prioritising tickets based on the level of disruption that they cause
• Escalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)
• Communication with users – keeping them informed of incident and service request progress
• Conducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses

Who We’re Looking For

• Degree in Technology, computer science, information systems, or similar
• Working experience in a Technology performance analysis and end-user support role
• Strong understanding of operating systems, software, and devices
• Knowledge on Information Technology Infrastructure Library (ITIL) practices preferred
• Strong collaboration, communication, and interpersonal skills in a customer service setting
• Exceptional analytical and problem-solving skills
• Excellent organizational and time management skills.
• Knowledge in ITSM tools, customer relationship management (CRM) and task management software would be desirable

Diversity, Equity, and Inclusion matter at Maersk

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job. We value diversity in all its forms, including – but not limited to – gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Our approach to driving diversity, equity and inclusion across our global organisation is based on respect, fairness, and a commitment to tackle preconceptions and unconscious bias wherever we encounter them.