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Service Desk Specialist
Alfa Laval
posted 16hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Description
The IT Service Desk Specialist is a part of a team providing a single point of contact for the efficient resolution of end-user technical problems and requests.
Performance Dimensions:
Experience in providing first and second level, remote technical support and manage internal customer expectations in a satisfactory and consistent manner
Experience in M365, Active Directory, Ticketing tool (ServiceNow etc ) .
Experience in assisting in the resolution of technical support issues including hardware/software configuration and installations, upgrades, maintenance, and troubleshooting
- Experience in Chat and Phone support.
Roles & Responsibilities:
Support:
- Incident Management via Service Now and Monitoring tools
- Work as part of a global IT support team, contributing and assist with global IT support demand and IT projects.
- Work on Supporting users from different time zones, specially users from US and Europe region
- Collaborate with and communicate effectively with internal and external customers, peers, and leaders in a high volume / high pressure environment
- Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
- Participate in team projects that enhance the effectiveness of the support centre, including but not limited to, creation of internal and customer facing documentation and quality assurance initiatives
- Own and track customer issues using case tracking systems
- Attend training sessions and assist in conducting training / workshops
- Must be able to work independently and take initiative when appropriate keeping supervisors informed and maintaining good documentation
Maintenance:
- Update of support documentation.
- Update of ServiceNow KB articles
- Suggest and implement improvements in Service Desk.
Development:
- Incident Management
- ITIL certification
Qualifications/ Certifications
Knowledge, Technical Skills and Nature of Experience
Behavioural/ Leadership Skills
Level
Experience in L1 and L2 Support of Minimum 3-5 years in relevant function
Microsoft 365(MS Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)
Active Directory, Ticketing Tool (ServiceNow etc..), SCCM, Incident management.
ITIL Certification
Basic knowledge of Agile methodology
Fluent written and spoken English.
Good in co-ordination.
Influencing, Good Communication
Networking.
Willing and able to work independently and persistently.
Structured and analytical approach.
Incident & Problem-solving approach
Work Location: Pune
Work Model: Hybrid (3 days in Pune Office and 2 days from Home)
Work Timings : Initially night shift. Later - 24x7 (all 3 shifts)
Working Days: 5 days in a week
Experience level: 3-7 years in total + Relevant
Employment Type: Full Time, Permanent
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What people at Alfa Laval are saying
Service Desk Specialist salary at Alfa Laval
reported by
2
employees
with 5-14
years exp.
₹9.5
L/yr - ₹12.2
L/yr
96%
more
than the average Service Desk Specialist Salary in India
View more details
What Alfa Laval employees are saying about work life
based on 296 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Alfa Laval Benefits
View more benefits
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