Company: thyssenkrupp Uhde India Private Limited

Position: IT service expert – (USS03) User helpdesk services
Primary Location: Mumbai

Department: IT
Employee Type: Permanent
Experience range (Years): 5 - 10 Years

thyssenkrupp Uhde India is part of thyssenkrupp Uhde GmbH, which belongs to the Decarbon Technologies Segment of the international industrial and technology company thyssenkrupp AG. It is a technology-oriented project executing company involved in the design and construction of plants for fertilizer, green chemicals, petrochemicals in India and abroad with technologies for DAP-NPK, Green Ammonia, Hydrogen etc. in its portfolio. It offers a range of services viz. EPC / EPCM / PMC and has successfully executed more than 850 projects with its technologies or from other world-class Licensors.

Role & Technical Responsibilities:
Provide helpdesk services (2nd and 3rd level support activities) within a global organization and represent this IT service unit to various stakeholders.
Self-responsibly execute the analyses, prioritization and processing of complex tickets,



including support with suitable forwarding to ensure productive operations and continuity of global IT operations.
Close coordination with specialist departments and support units to improve processing quality and speed.
Coordination of escalation processes for critical / major tickets and incidents.
Identification of improvement opportunities in ticket content, lifecycles processes, and knowledge base entries, and communication to responsible parties.
Independent assessment and management of complex incidents, considering operational impact.
Independent classification of major incidents and coordination of necessary escalations.
Provide end-to-end user helpdesk services and ensure service quality, availability and responsiveness.
Improvement of data quality in the internal knowledge base (CMDB) to increase first level resolution rates to continuously support with the sustainable and systematic i

📌 Service Expert (Mumbai)
🏢 thyssenkrupp Uhde
📍 Mumbai