Posted:1 week ago|
Platform:
Work from Office
Full Time
Job Description Form Position :IT -Global Service Desk Location : Pune GENERAL DESCRIPTION Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised. Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLAs, provision of timely communications and maintenance of ownership until closure. Collaboration with various teams & stakeholders. Identify service improvement opportunities along with the leads. Further development and maintenance of existing knowledge database. Participates in assigned projects. Flexible working on weekend, which would be on rotational basis within the team. Thinking out of the box solutions for issues raised by the customer. ITIL3/4 foundation certificate is good to have Passion to learn new concepts, technologies and processes
WORK EXPERIENCE REQUIREMENTS
Must be Fluent written and spoken German (minimum B2) and English. Should be a Graduate or equivalent degree. Minimum 3 years proven experience in a service desk / customer service role Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory Knowledge of BMC helix ticketing tool system Excellent communication skills Customer focused and results oriented. Ability to work alone or as a member of a team. Readiness to work on shift working pattern and weekend basis. Responsible and organized. Logical thinker Passion to learn new concepts, technologies, and processes.
SPC Management
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