Service Desk Analyst - L1

Posted: 07/03/2025

Closing Date: 14/03/2025

Job Type: Permanent - Full Time

Location: Mumbai

Job Category: IT

Are you ready to grow your career in our global tech hub

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!

As the world begins to travel again, we want to make sure we re delivering an exceptional service for our customers, and we want you to be part of that journey.

So, what s the job
You ll provide exceptional customer service to internal and external customers within company guidelines.
You ll make use of customer insights to provide direction for business initiatives
You ll ensure best practice customer initiatives are adopted and applied
You ll provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations and SLA s
You ll ensure all confidential information is handled in accordance with company and partner protocols and procedures
You ll ensure high levels of customer relationship management are maintained
You ll Ensure all contact and interactions are of the highest standards (written/phone/face to face), communicating clearly and appropriately to all stakeholders
You ll collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group
You ll ensure all communication is in line with the delivery of our Brand Promise to all stakeholders

And what are we looking for
You ll have either relevant IT qualifications/certifications (IT Degree, Certificate 3 or 4 in IT, MCP, MCITP, A+) or proven experience in a Service Desk / Operations is preferred
You ll Minimum 5 years of experience with or an understanding of Windows Operating Systems, Active Directory + Azure Directory, Exchange + M365 Solution, AWS + AWS Workspace, Networking principles, Critical Incident Management
You ll be working with remote support tools in a 24*7 set up
You ll be using ticket management systems such as ServiceNow, JIRA.
You ll use Desktop applications such as Adobe Reader, Microsoft Office etc.
You ll have good to know about - PS Scripts,
You ll show Active interest in developing your own technical ability
Self-reliant and able to research own solutions
Good communication both verbal and written
Flexible and willing to assist with team tasks

So, why choose us

We value optimism, caring, togetherness, reliability and determination.

We have more than 2600 employees worldwide: we re a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand that flexibility is really important - whether hybrid, a compressed work week, part time or job share, there isn t one size that fits all. So, let us know your preference and we will explore how we can accommodate you.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary or birthday leave, COVID leave (to get vaccinated and for when you re sick), volunteer leave and a comprehensive paid parental leave scheme.

Other Perks:

Mediclaim insurance cover in case of any health emergency
Coverage under group personal accident insurance
Flexible and compressed work weeks and hybrid working options.
Generous range of paid leave - 21 annual leave days, 6 sick leave days, 12 public holidays
An extra day off for you to take on your birthday or your annual work anniversary.

Apply today and let s go to great places together!