Service Desk Agent

Position name: Service Desk Agent

Location: Mumbai, India

About the company:

Protera Technologies, is a global Total IT Outsourcing Services Provider for SAP-centric organizations. The Company was formed in the mid-90s to provide comprehensive end-to-end IT solutions for customers with SAP in the core of their IT resources. Protera Technologies has capitalized on its unbeatable experiences with SAP to evolve into a pioneer of end-to-end total IT Outsourcing global solutions that covers all IT needs of an organization. Since its founding in 1998, Protera Technologies is committed to enabling constant change while improving quality and reducing total cost of ownership for all IT resources of an SAP centric organization.

Vision:

Protera envisages to be the premier on-demand operational platform supporting all IT needs for SAP centric organizations.

Mission:

The company aims to deliver the best forward-thinking ITO Services Platform empowering organizations to leverage IT to drive business growth and efficiency gains.

Values:

• Impact: Create intentional and meaningful interactions to improve, innovate and inspire
• Curiosity: Stay curious about the evolution and journey of each other.
• Authenticity: High integrity individuals working together for the greater good.
• Celebration: Of our work, our people, our clients, our traditions, and our communities.

To know more about us you can visit our website www.protera.com.

Role & responsibilities

• Effectively manage the full lifecycle of incidents and service requests received from internal and external customers.
• Answer inbound customer service calls and emails. Maintain high quality of communication with customers in all channels.
• Coordinate incident investigation, analysis and closure by escalating to appropriate L1, L2 & L3 support teams.
• Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)

Preferred candidate profile

Must Have

• University Degree or Technical/Vocational Certification in Computing, Electronics, or related IT field
• Good communication skills verbal & written in English. To be able to communicate with IT teams and departments, end users and internal customers.
• Possess keen attention to detail.
• Ability to multitask, prioritize and work independently.
• Problem solving and troubleshooting skills.
• Working a shift schedule.
• Willing to commit and grow.
• Fulfilled military service (if relevant).

Nice to Have

• Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
• Analytical skills
• SAP familiarity desirable
• Linux basic knowledge
• DB administration/understanding
• Understanding of ITSM tools and ITIL best practices
• Understanding in areas such as Networking or System Administration, Databases or Application Support desirable
• Additional foreign languages will be considered a plus.

Perks and benefits

• Comprehensive medical benefits
• Gratuity, PF, EPS, and Bonus
• Shift Allowances
• Learning and Development Allowances
• Internet and Telecom Allowance.