Service Desk Engineer / 0 - 0 Years / Not Mentioned

Not Mentioned

Posted 04 Jun 2018 (257 days ago)

Job Description

Please find below urgent requirement which needs immediate focus. Please share 3 best profiles before 3 PM today.

Position: IT Service Desk analyst..

No of Positions: 4
Client: Kennametal.
Exp: 8 Months - 4 yrs
Mandatory Skills: Service Desk Engineers + German Language+ Technical Support Experience(L2)
Joining time: Max 15 Days.
Location: Whitefield, Bangalore
CTC: 8L Max.

Describe the purpose of the job

About the Role
Within a global team, you will be responsible for providing frontline user support to our employees across all geographies. You will specialize in supporting our EU colleagues primarily based out of Germany, UK and Poland. Reporting to the Service Desk Team Lead in Bangalore, India. You will work with the other EMEA team members (currently 10 people) based in Bangalore.Our support team is global, and level 2&3 skills are mainly located in Bangalore, India apart from Local IT team members. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment.You are responsible for user satisfaction and smooth efficient support and you will play a key role in improving user adoption of our tools and solutions.

The position may require ad-hoc travel.

Key Job Responsibilities
List each key responsibility in order of importance

·        Responsibilities
·        Frontline incident and request management

·        Monitor the ticketing system for incoming requests, process issues.
·        Monitor Phone, Chat and Email systems for inbound incidents and assistance requests
·        Log issues and track even when users come directly to you.
·        Efficient support to users including senior management and executives
·        Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
·        Escalate to specialized teams when required, take ownership and represent the user to ensure the requests are processed.
·        Communicate to the user on progress in a timely manner
·        Document issues, analysis, progress, solution in the ticketing system
·        Ensure processes are followed.
·        Training to users

·        Assist with onboarding of new users
·        Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), and collaborations suite (OneDrive, O365 groups, etc.)
Assistance and troubleshooting on IT-related equipment like Laptop, Workstation, Printer, phone system (Polycom), mobile phones and tablets

·        Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
·        Skills Required
·        1 - 3 years’ experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
·        Ability to prioritize and follow up issues with method and efficiency – multitasking.
·        Excellent communication and excellent reporting skills
·        Good level of autonomy
·        Native/Fluent German speaker
·        Fluent English (written & spoken).
·        Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013/2016 (particularly Outlook, Lync/Skype for Business) and ideally Office 365
·        Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
·        Good knowledge and experience of mobile phones (iPhone, Android, Windows Mobile etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
·        Good knowledge and experience of Windows environment (Active Directory integration, File/Print server, etc.)
·        Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
·        Ability to write technical documentation to feed the Service Desk knowledge database
·        Knowledge of a ticketing system and Service Desk procedures.

Please do get back to me in case of any queries.

Company Description

It is a public global Information Technology company committed to Empowering Business Transformation. A comprehensive set of IP based software solutions (20+), coupled with a wide range of IT services, uniquely positions the company to address the dynamic requirements of a variety of industry verticals, predominantly Banking, Insurance, Capital Markets, Asset & Wealth Management (BFSI). Furthermore it offers solutions to the government, manufacturing, retail, distribution, telecom and healthcare sectors. Among its repertoire of IPR based solutions the flagship products of the Company are Premia, MFund, Orion, Kasle and Amlock The Company has a very strong foothold and customer base in geographies like South Asia, Middle East and Africa, China, Asia Pacific, Kingdom of Saudi Arabia and North America.

Key Skills


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Employment Type

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Job Function

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Experience Required

0 - 0 Years

No Of Positions

Salary Offered

INR 0 - 0

Interview Locations

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