Atotech’s team of over 4,000 experts in more than 40 countries generated revenues of $1.5 billion in 2021. Atotech, headquartered in Berlin, Germany, has manufacturing operations across Europe, the Americas, and Asia. With its well-established innovative strength and industry-leading global TechCenter network, Atotech delivers pioneering solutions combined with unparalleled on-site support for over 8,000 customers worldwide.
Atotech maintains a deep commitment to using our R&D and innovative power to lower the environmental burden of manufacturing, through reducing the use of harmful chemicals, energy and water. Atotech is a truly global company – it recently listed on the NYSE, yet is headquartered in Germany and enjoys a strong presence in Asia.
For more information about Atotech, please visit us at atotech.com.
Key Responsibilities:
Providing first level of assistance to end user by isolating OS, and HW related issues over
phone and remote tools
Provide first level support over message delivery system (Telephone, email)
Co-ordinate with different teams for escalation and call resolution.
Coordinate with deployed resources for tickets
Categorizing and prioritizing incoming incidents in to priority categories
Update users at regular interval about the status of their issues in the event of call being
escalated
Close the call after issues gets resolved.
Generate daily, weekly and monthly report to the relevant authorities as per the reporting
schedule and structure devised by Atotech
Analyze call statistics and review with the Atotech
Create and maintain process documentation/ Knowledge base with approval from respective
stakeholders
Respond back to end-user queries and take feedbacks
Incident Closure
Check Service Desk tool for open incidents, track until they are resolve
Update incident status to users
Close Ticket on Service Desk tool Users are updated using either one of the following
o Web
o Telephone
o Email
Qualifications / professional experience
Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or
relevant field.
0 – 3 Years of experience on L1 Support
System knowledge for main desktop technologies (Notebooks, Mobile Devices, Workplace,
Network, MS Office)
Good Communication Skill
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