We create better everyday conditions for people. We do this by contributing to a more sustainable future through engineering innovation. We love what we do and we’re good at it. But now we want to be even better! We’re looking for an experienced and passionate IT Service Desk Specialist for our Global IT Delivery Centre in India. We are already providing IT-services and support to Alfa Laval companies around the world, and we are now expanding the operations to meet future demands.
Alfa Laval has invested in a ‘Global IT Delivery Centre’ in Pune with the vision to expand and deliver IT-services as an extension to our global teams located in Sweden, Denmark and USA. We focus on cost-effective solutions and improved performance to create a unique Alfa Laval experience!
Who are you?
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
About the job:
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.
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 SNOW KB articles
Suggest and implement improvements in Service Desk.
Development:
Incident Management
ITIL certification
Workplace:
The position is in Pune, India.
Candidate Profile:
Experience in L1 and L2 Support of Minimum 2-5 years in relevant function
Knowledge, Technical Skills and Nature of Experience :
Microsoft 365(MS Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)
Active Directory, Ticketing Tool (ServiceNow etc..), SCCM, Incident management.
ITIL Certification
Basic knowledge of Agile methodology
Fluent written and spoken English.
Good in co-ordination.
Personal Background:
2+ years of experience with process understanding safeguarding high quality in solutions, systems, and technology.
Self-starter personality and excellent verbal and written communication skills (English) and experience in working in multi-cultural environment.
Customer centric approach, and comfortable picking up the phone to talk with end users.
Strong analytical and problem-solving skills
Should have excellent communication skills and to be a go to guy.
Should be comfortable to say ‘No’ when needed and to put away the point in structured way
If you consider yourself qualified for the position and are interested in applying, please click on the link below. Our recruitment team will connect with you soon.
