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Services Deck

3 months ago

Bengaluru, Karnataka, India Multi Recruit Full time
Roles and ResponsibilityTroubleshooting of all incoming incidents (incidents, service request, complaints) under first level support conditions following IT Service Management Processes based on ITILImmediate support by phone and mail for user per defined service level agreementsIncident- and problem handling, fulfilment of standard changes and service request and appropriate documentationClassification and assignment of ticketsDocumentation of information provided by the user and documentation of solution activities, including improvement of knowledge baseStatus monitoring of relevant incidentsInitiation of functional and hierarchical escalationObtain information and transfer information to second level supportPrimary Contact-person for usersMonitoring 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 printersSolid comprehension of ITIL (ITIL foundation certification will be value add)Active team player and contributor with high degree of service orientation and sense of responsibilityUser- and solution-oriented handlingExcellent communication skills; experience in escalation- and conflict managementFluent in spoken and written EnglishExperience Preferably worked German based firmsAcademic Qualification and Certifications:

Mandatory requirement:
(MUST HAVE)

Any Graduate or a Diploma necessary relevant experience as per requirement section mentioned aboveOptional or good to have certifications:

ITIL (V4) foundation certification is added advantageTraveling requirement:
Must be willing to travel outside India as and when necessaryWilling to relocate to Bangalore (applies if candidate is out stationed)