| Job Location | Karachi, Pakistan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Who We AreHere at SmallWorld Financial Services, we know how important it is to be able to support friends and family from abroad. Put simply, we believe that the more people we can help transfer money to overseas family, friends and businesses, the smaller the world becomes.Our employees are as diverse as our customer base and we value the sharing of skillsets and cultures that come with a truly international company present in several countries.SmallWorld is one of the largest money transfer companies in the world. We have a network of over 360,000 pick-up locations and a global team of over 1000 people who are responsible for over 15 million worldwide transactions each year.Are you passionate about working for a global company that celebrates differences? Do you want to empower people and families to support each other regardless of distance?Then join us! Let?s make this big world into SmallWorld.Your Responsibilities?Full understanding of the current operation of the service from a technical, service management, and process perspective.?Analyse performance of the team activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems?Developing and providing Service Desk deliverables?Supervise team on implementing and maintaining Service Desk standards, policies, processes and procedures, aligned with ITIL framework.?Manage to report of metrics and Service Level Agreements that effectively measure team, department, and vendor performance, and make sure these comply with business needs?Propose improvement areas.?Exposure and working-level knowledge of working with and interfacing with global delivery teams.?Fulfil customer needs and requirements in collaboration with other departmentsAbout you?Minimum 5-year knowledge of IT expected and demonstrable?ITIL certified?Have excellent communication skills both written and verbal?Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience.?Good experience in service management roles.?Communication and presentation skills.?Can demonstrate initiative and ownership of issues through to resolution/completion?Good communication and executive-level presentation skills.?Organised and analytical mindset.?Always deliver a high level of customer service?Be able to work independently as well as part of the team?Fluent in English and Spanish?Team Player?Work calmly under pressureExperience?3-5 years of relevant experience in Help Desk, Service Desk, or related service management position.?Preferable working in an international dynamic environment?Ability to motivate and direct staff members and subordinates?Strong documentation skills
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