gen Z Solutions Looking for Service Desk Agents at Mumbai, Maharashtra Full Time

Experience: 1 – 5 years

Salary: Negotiable

Work Location: Mumbai

Position Type: Full Time – Permanent

No. Of Vacancy: 3 Positions

Level 1 – Junior Level Support Technicians : 1-2 years relevant experience. Trained to resolve known issues, service requests and change tasks by ensuring the steps in knowledge bases.

Level 1- Senior Level Support Technicians: 2- 5 years relevant experience. They have good knowledge of the products and services. Not necessarily to be an engineer or computer

programmer for PI GY designed and developed products/services. Trained to resolve

known issues, service requests and change tasks by ensuring the steps in knowledge

bases, sometime beyond existing knowledge bases. Is able to create Knowledge Base

Article (KBA).

Job Description:Soft Skill:
Communication: Being able to communicate in a variety of ways : via email, over the telephone , and by using service tools. The verbal and written communication will need to be on-point. know it’s essential to listen and understand before being heard

Collaborative team spirit: feels responsible not only for their own tasks, but also cares about their team’s workload. Is able to work together and work as a team.

Meet and discuss difficult issues that came up at the service desk. Share approaches, that everyone will have the knowledge needed to deal with problems confidently.

Self-Management: Anyone of the issues is tough to handle but what if they’re all happening at the same time? IT service desk agents juggle a lot on any given day, so to get through it all you need to be calm and collected.

Service Orientation: Works ‘with’ and not ‘for’ the customers. Sees yourself as a part/extension of the requestor`s team. Be friendly and helpful

Positive and optimistic approach to problem- olving: knows how to stay logical and focus on solving the issue at hand. Approaches customers with empathy, don’t complain about customers when things get tough, and look for what can be learned from the situation

Analytical and process- oriented approach: Proven ability to work with attention to details. Detective-like troubleshooting skills. Knows how to ask the right questions and gather the available data. Understands support processes are important, and not only follows them, but helps improve them.

Hard Skill:
At least LPIC 1 Certificate or higher

Proven basic experience with Tool and Technologies: see Annex 2: 2_Technical_Requirement_PIGY_BID_2020_PCR_ICT_001.

Experienced in Service Now

Very good command of English and German (both written and spoken)

Basis knowledge in IT Service Management/ITIL

Knowledge in MS Office Product Family

Knowledge in Atlassian Product Family (JIRA, Confluence)