Job Description Form

Division/Department IT -Global Service Desk

Location Pune

Job Title IT Service Desk agent with German language

Level L01 / L02 Type of position: Full time Part-time Contractor Intern Hours___45 / week Exempt Nonexempt

Responsible for

24/7 working, 9 hours shift. (Weekend working on rotational basis)

GENERAL DESCRIPTION

- Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.
- Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line

with agreed SLAs, provision of timely communications and maintenance of ownership until closure.

- Collaboration with various teams & stakeholders.
- Identify service improvement opportunities along with the leads.
- Further development and maintenance of existing knowledge database.
- Participates in assigned projects.
- Flexible working on weekend, which would be on rotational basis within the team.
- Thinking out of the box solutions for issues raised by the customer.




- ITIL3/4 foundation certificate is good to have
- Passion to learn new concepts, technologies and processes

WORK EXPERIENCE REQUIREMENTS

- Must be Fluent in written and spoken German (minimum B2) and English.
- Should be a Graduate or equivalent degree.
- Minimum 2-3 years proven experience in a service desk / customer service role
- Should have experience in voice process, or handling German users via calls.
- Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and

active directory

- Knowledge of BMC helix ticketing tool system
- Excellent communication skills
- Customer focused and results oriented.
- Ability to work alone or as a member of a team.
- Readiness to work on shift working pattern and weekend basis.
- Responsible and organized.
- Logical thinker
- Passion to learn new concepts, technologies, and processes

📌 IT Service Desk agent with German language (Pimpri-Chinchwad)
🏢 Prime Recruitment Services
📍 Pimpri-Chinchwad