Service Desk

Title: Service Desk

Location: Navi Mumbai, India

Division: Managed Services 

• Are you torn between the excitement of start-ups and the stability of corporate life?
• Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences

If so, we would love to hear from you!

ABOUT US

This portfolio business is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

ABOUT BLENHEIM CHALCOT

As part of the Blenheim Chalcot portfolio, we benefit from the expertise, infrastructure, and scale of the leading global venture builder. With over 25 years of experience creating and growing SaaS businesses powered by Generative AI, Blenheim Chalcot has built 60+ ventures across sectors such as financial services, education, health, and marketing. Their global ecosystem—including Scale Space in London, the Rajasthan Royals in Mumbai, and a go-to-market base in Austin—enables us to access world-class talent, tools, and support to accelerate our growth and build a market-leading business.

OUR VALUES

• Partnership: We become one team and family with organisations, helping them to navigate change and stay agile.
• Integrity: Our people really care, going beyond the brief to make change happen for organisations and citizens.
• Innovation: We bring together the right technologies and services to design solutions that work.
• Passion: We are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. You will play a key role in establishing and developing a Centre of Excellence to drive efficiency, standardisation, and automation across the business, working in close collaboration with various teams in Navi Mumbai and London.

Key responsibilities

The Service Desk position is a vital role within Agilisys and this role will be responsible for the recording of all incidents, service requests, and requests for change (RFCs) that come to the Service Desk via phone or email. You will gain hands-on experience in a fast-paced and progressive environment, where you will support us in building our mission to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

The successful Service Desk hire will play a vital role in shaping the Service Desk to:

• Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
• Communicate with users by phone, email, and via intranet.
• Deliver a high standard of customer care, by taking ownership of incidents.
• Take part in IT service improvement.
• Provide technically accurate solutions to users and customers.
• Maintain the accuracy of the SMT and related databases by updating new user information, relocations, etc.
• Update the Knowledgebase by adding articles and supplying new documentation where appropriate.
• Continuously communicate with internal customers to provide updates on incident resolution.
• Liaise directly with external maintenance suppliers.

Opportunity

This role is an excellent platform for experienced professionals to take their career to the next level. You will play a key role in establishing and developing a Centre of Excellence to drive efficiency, standardisation, and automation across the business, working in close collaboration with various teams in Navi Mumbai and London.

ABOUT YOU

The ideal candidate will have a track record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

The Ideal Candidate

• Experience of working within a customer service environment, preferably within IT.
• Good problem-solving aptitude and skills.
• A positive analytical attitude to support process and performance improvement.
• Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
• Knowledge of current Microsoft Windows computer operating systems.
• Knowledge of hardware and systems software installation and support.
• Knowledge of PC hardware components and peripherals.
• Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients
• Maintains an open-minded approach, fosters resilience and inclusivity, leads complex projects with multiple stakeholders, makes effective decisions.

PROCESS

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. Please note we are office-based which requires our colleagues to be together in the office 5 days a week with flexibility around personal commitments, interests, and obligations. This ensures we have the opportunity to continuously collaborate with the whole portfolio to stay connected and grow our community.