Job Description
Roles and Responsibility
Troubleshooting of all incoming incidents (incidents, service request, complaints) under first level support conditions following IT Service Management Processes based on ITIL Immediate support by phone and mail for user per defined service level agreements Incident- and problem handling, fulfilment of standard changes and service request and appropriate documentation Classification and assignment of tickets Documentation of information provided by the user and documentation of solution activities, including improvement of knowledge base Status monitoring of relevant incidents Initiation of functional and hierarchical escalation Obtain information and transfer information to second level support Primary Contact-person for users Monitoring all IT Services (such as Tickets/ emails/ Calls of all Incidents and SR) Requirements: Minimum of 1 to 3 years of experience in IT Service desk (European / International teams) Good knowledge of Windows operating system, Networks, Internet, mobile Devices, Active Directory, Microsoft Office and other standard software products; basic SAP knowledge; Good Knowledge of computer hardware/peripherals and printers Solid comprehension of ITIL (ITIL foundation certification will be value add) Active team player and contributor with high degree of service orientation and sense of responsibility User- and solution-oriented handling Excellent communication skills; experience in escalation- and conflict management Fluent in spoken and written English Experience Preferably worked German based firms Academic Qualification and Certifications: Mandatory requirement: (MUST HAVE) Any Graduate or a Diploma necessary relevant experience as per requirement section mentioned above Optional or good to have certifications: ITIL (V4) foundation certification is added advantage Traveling requirement: Must be willing to travel outside India as and when necessary Willing to relocate to Bangalore (applies if candidate is out stationed)
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