Role : Service Desk – German Language Proficiency
The incumbent’s are required to work in an environment in which German Language is widely spoken.
Skills Required: German Language Proficiency
Experience : 2 to 10 Years
Location : Bangalore
Job Description
• Min 2 to 10 Years of Experience in IT Service Desk Support with knowledge in O365, Active Directory, Windows client troubleshooting, etc.,
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Ability to resolve problems with and without remote tools in SD for multiple locations.
• Consistently achieve First Contact Resolution, performance metrics – MTTR,TTR, Accurately document calls and cases.
• Knowledge in Active Directory, Office365, Windows client troubleshooting, Network Monitoring tools
• ITIL Certification and excellent knowledge about SLAs, Reporting
• Work experience in ITSM tools like ServiceNow or BMC Remedy, Reporting
• Aware of customers time restraints and work within those time limits
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Follow up Service Centre cases and requests to completion Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the ticket
• All tickets are to be touched on a first in first out basis, calling the customer on a daily basis
• Escalate tickets as needed if on-site support is required with the Understanding of SLA requirements for the customer
• Assist in cross training and communicate quick fixes Understand the various media sources that interface with the Service Desk
• Should be good with English language communication
• Working from office five days a week
• Should be willing to work during weekend and in rotational shifts (Including Night shift)
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