IT Service Desk agent with German language

Job Description Form

Division/Department IT -Global Service Desk

Location Pune

Job Title IT Service Desk agent with German language

Level L01 / L02 Type of position: Full-time Part-time Contractor Intern Hours___45 / week Exempt Nonexempt

Responsible for

24/7 working, 9 hours shift. (Weekend working on rotational basis)

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 in written and spoken German (minimum B2) and English.
• Should be a Graduate or equivalent degree.
• Minimum 2-3 years proven experience in a service desk / customer service role
• Should have experience in voice process, or handling German users via calls.
• 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