Greetings from ZF Group,

Hiring for Service Desk Lead ZF India Pvt Ltd- Chennai- location

Experience: 6-10 Yrs

Work Location: Chennai (Porur)

Shift timings: 24*7

Working mode: Hybrid (3days WFO in a week)

About company:

- ZF is a global technology company supplying systems for passenger cars, commercial vehicles and industrial technology, enabling the next generation of mobility.
- ZF allows vehicles to see, think and act. In the four technology domains of Vehicle Motion Control.
- Integrated Safety, Automated Driving, and Electric Mobility.
- ZF offers comprehensive product and software solutions for established vehicle manufacturers and newly emerging transport and mobility service providers. ZF electrifies a wide range of vehicle types. With its products, the company contributes to reducing emissions, protecting the climate and enhancing safe mobility.
- ZF reported sales of €41.4 billion in fiscal 2024 With 161,631 employees worldwide and our impact is truly global 270 locations in 42 countries.

Job Description:

As the position is part of 24/7 support team, flexibility in shifts is mandatory (Rotational night shifts).

MAIN RESPONSIBILITIES:

- Incidents treatment of external Transics Customers via Mail / Phone in English.

- Focus on Transics Software Support.

- Determine which incoming Tickets will be treated taking into account the knowledge level, set priorities as per the Matix and the predefined ‘First Response Time’.

- Treat and analyze the assigned Tickets in order to provide a solution to the external client by e-mail or phone as soon as possible.





- Record and document the analyses and provided solutions in the Ticketing system.

- Communicate structural and frequent Tickets to the Service Level Coordinator.

- Escalate advanced Tickets to Quality Control.

- Stay informed of evolutions on job-related expertise through training, procedures, guides and courses offered by the organization and engage in assigned skill groups.

Remarks:

- It is not a programmer Role, so not need to look into the Software code.
- It is not a pure IT role, so not needed to setup switched / firewalls or other HW components.

METRICS:

- Ticket resolution time
- Quality of response to customers
- First-time right rate on ticket resolution

WORKING HOURS: Should be flexible to work in 24/7 shifts, Holidays

PROFILE / SKILLS / EXPERIENCE

- Level of study: Preferably an Engineering degree in IT or equal by experience
- 6-10 years’ experience in Technical Helpdesk/Service desk
- Analytical skills to find root causes in error log files
- Very good English skills (verbal and in writing)
- Valuable communication skills and a customer- and service-oriented approach
- Customer focus and ability to communicate to customers in crisis situations
- Problem solving knowledge
- Interact with customers & colleagues from different nationalities and continents
- Solution-oriented, analytical level of thinking, accurate and stress-resistant
- Passionate and a team player
- Clarify customer needs within the organization
- Passion for perfect customer services, just like how you would like to be helped yourself

Regards,

Brahmam D

📌 Hiring For Service Desk Lead ZF India Pvt Ltd- Chennai- location
🏢 ZF
📍 Chennai