Service Desk Representative

The position is also known as an application specialist and is to provide 1st level support for all in-house applications and IT resources to OSM technology users.

Duties & Responsibilities

To provide 1st level excellent support, the service desk representative shall:

Resolve tickets within the prescribed timeframe.Escalate concerns with proper documentation and informationEnsuring maximum customer satisfaction for both internal and external customersCommunicate with OSM users via chat, email, remote or in-persondocument ticket for categorization, investigation, diagnosis, resolution, and recovery of incidentsFulfil requests and services required by the vesselWork with internal and external stakeholders to resolve the incidentPerform assigned taskPromote and practice OSM core values:

- Always on

- Teambuilder

- Responsible

- Friendly

Required Competencies

To meet the demands in 1st level support, a good Service Desk Representative shall have:

A Degree in computer science, engineering, Information technology, or equivalentAt least one year of work experience in IT Support or Service DeskAt least two years of experience in information technologyWorking knowledge in basic network connectivity, system administration, and Microsoft end-user productsExceptional analytical and problem-solving skillsBackground in ITIL processes and practices is highly desirable

General Requirements

Exposure to a multinational company, multi-cultural environment, and strong collaboration skills in a cross-cultural work contextWorking experience in a ship management firm is an advantageExcellent communication (verbal and written) skillsProven ability to build strong relationships and influence all levels within the organizationSelf-motivated, dynamic, “can-do” attitude with an initiative to work autonomously to drive resultsStrong willingness to be part of a highly dynamic organization