Service Desk Technician

Software Engineer

This position is responsible for handling calls, emails and monitoring alerts to ensure on-going, continual, excellent customer service whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

Essential Job Duties and Responsibilities:

• Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern.
• Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction.
• Monitor and respond to monitoring alerts globally in a timely manner using Cubic's ticketing system.
• Administer the Service Desk system, ensuring all incidents are entered, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.
• Follow up on outstanding incidents within the SLA's as required.
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
• Attend training sessions as and when scheduled.
• Organize communications and conference calls in the event of major incidents.
• Escalate to management in situations of significance or those that are not resolved in a timely manner.
• Actively contribute to your own development as part of a structured career development program.
• Comply with Cubic's values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All