- Minimum 6 months to 2 years of reliable operation of Ticket-, Ordering- and planning-Tools (SNOW, BMC Remedy, SAP-ERP, Blue Martini), based on training provided

- Quality check and processing of incoming requests and incidents/SWAP (e-mails, phones or any other agreed channel) via ticket tools according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures

- Ensure to keep the agreed KPIs (SLA/ OLA)

- Troubleshooting tooling problems using Standard Operating Procedures

- Recording, qualification, and solution (1st and 2nd level) of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups.

- Providing telephone availability for internal and external customers within the agreed service times shifts

- Maintain and improve customer satisfaction providing consistent customer experience

- Monitor all tickets and assisting escalations in line with company processes to ensure customer demands are met

- Identify own development needs in line with business objectives and assist in development of team members

- Provide active assistance to Knowledge base maintenance and improvement





- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation

- Incident Management: mainly validation, ticket preparation, monitoring & documentation, notification, incident fulfilment end to end furthermore technical support in case of system defect and any other tasks described in the Service Description

- Request Management: mainly validation, monitoring & documentation, notification, event monitoring on task level, tool based monitoring of the product business, request fulfilment, complete & closing request, Single Point of Contact for customer and appointment arrangement and technical support in case of system defect and any other tasks described in the Service Description

- Asset Data Handling: mainly assurance for INC and REQ, exception handling, create & update asset information, create &complete; asset data when information is missing or wrong, furthermore: monitor end to end asset life cycle, clarification case handling, data discrepancy handling, conducting consultation and clarification interviews when information on unambiguous processing are missing and also any other tasks described in the Service Description

- E2E logistics experience for catering within India with DC/eWay paperwork

📌 IT Service Desk (Bengaluru)
🏢 Computacenter
📍 Bengaluru