Service Desk Agent

7 days ago

Mumbai Maharashtra, India Protera Full time

About Protera Welcome to Protera Technologies where we re reimagining how SAP-centric organizations work in the cloud Since 1998 we ve been pioneers in bringing SAP and related applications to the cloud think Microsoft Azure and AWS Our global crew spanning the US with offices in Chicago HQ Athens Greece and Mumbai India is on a mission to make IT smoother faster and more fun for our clients But here s the thing we re not your typical serious tech company While we re obsessed with delivering top-notch IT solutions we re all about keeping it real approachable and enjoyable We work hard but we also play hard whether we re collaborating on cloud optimizations enhancing security or just hanging out as a team At Protera we believe in empowering SAP-centric organizations with the best tools and tech to drive growth and we love what we do Our values Simple stay curious stay authentic and make meaningful connections We celebrate wins big and small whether it s a successful project or a fun team event If you re looking for a place where tech and fun collide come join us and see what makes Protera a great place to work Work Schedule 24x7 Rotational Shift Location Mumbai Hybrid What You ll Do Duties Effectively manage the full lifecycle of incidents and service requests received from internal and external customers Answer inbound customer service calls and emails Maintain high quality of communication with customers in all channels Coordinate incident investigation analysis and closure by escalating to appropriate L1 L2 L3 support teams Adhere to all policies and procedures of the Service Desk which operates 24 7 shift work Requirements Must Have University Degree or Technical Vocational Certification in Computing Electronics or related IT field Good communication skills verbal written in English To be able to communicate with IT teams and departments end users and internal customers Possess keen attention to detail Ability to multitask prioritize and work independently Problem solving and troubleshooting skills Working a shift schedule Willing to commit and grow Nice to Have Microsoft Office knowledge Word PowerPoint Excel and Outlook Analytical skills SAP familiarity desirable Linux basic knowledge DB administration understanding Understanding of ITSM tools and ITIL best practices Understanding in areas such as Networking or System Administration Databases or Application Support desirable Additional foreign languages will be considered a plus Why Join Protera Work with global enterprise clients Learn fast with mentorship certifications and career growth Make a real impact in a company where ideas are welcome Flexible work setup remote hybrid People-first culture with a global mindset Ready to Make the Move We d love to meet you Click Apply Now and tell us why you re the one Not sure yet Check us out at or connect with our team on LinkedIn Protera is proud to be an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees Benefits Work from Home set up Comprehensive medical benefits Gratuity PF EPS and Bonus Shift Allowances Health and wellness Allowances Learning and Development Allowances

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