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    Service Desk Specialist - Pune, India - Alfa Laval

    Alfa Laval
    Alfa Laval Pune, India

    4 days ago

    Default job background
    Full time
    Description

    Job Description:

    The IT Service Desk Specialist is a part of a team providing a single point of contact for the efficient resolution of end-user technical problems and requests.

    Performance Dimensions:


    • Experience in providing first and second level, remote technical support and manage internal customer expectations in a satisfactory and consistent manner


    • Experience in M365, Active Directory, Ticketing tool (ServiceNow etc ) .


    • Experience in assisting in the resolution of technical support issues including hardware/software configuration and installations, upgrades, maintenance, and troubleshooting

    Roles & Responsibilities:

    Support:

    • Incident Management via Service Now and Monitoring tools
    • Work as part of a global IT support team, contributing and assist with global IT support demand and IT projects.
    • Work on Supporting users from different time zones, specially users from US and Europe region
    • Collaborate with and communicate effectively with internal and external customers, peers, and leaders in a high volume / high pressure environment
    • Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
    • Participate in team projects that enhance the effectiveness of the support centre, including but not limited to, creation of internal and customer facing documentation and quality assurance initiatives
    • Own and track customer issues using case tracking systems
    • Attend training sessions and assist in conducting training / workshops
    • Must be able to work independently and take initiative when appropriate keeping supervisors informed and maintaining good documentation

    Maintenance:

    • Update of support documentation.
    • Update of ServiceNow KB articles
    • Suggest and implement improvements in Service Desk.

    Development:

    • Incident Management
    • ITIL certification

    Work Location: Pune

    Work Model: Hybrid (3 days in Pune Office and 2 days from Home)

    Work Timings: Initially night shift. Later - 24x7 (all 3 shifts)

    Working Days: 5 days in a week

    Experience level: 3-6 years in total + Relevant

    Education Qualification: Any full-time graduate

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