IT - Global Service Desk (German language)

2 weeks ago

Pune, India SPC Management 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.

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