IT Service Desk Specialist with English language

MAHLE; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Career development opportunities

DiversityMatters

Job summary

MAHLE in India is seeking a Service Desk Analyst to join our IT support team. You will handle internal user tickets via ITSM tools and calls, ensuring accurate logging, timely responses, and adherence to SLAs while owning issues until resolution.

You will collaborate with multiple teams, contribute to knowledge base, participate in projects, and support weekend shifts on a rotational basis. A foundation in ITIL and a passion for learning will help you excel.

Qualifications

• Must be fluent in written and spoken English.
• Graduate or equivalent degree.
• Minimum 2–3 years proven experience in a service desk / customer service role.
• Handling customer queries over the call and via ticketing tool.
• Good troubleshooting skills in M365 office apps, Windows, browsers, PCs, basic networking, and active directory.
• Knowledge of BMC Helix ticketing tool system.
• Excellent communication skills.

Responsibilities

• Answering tickets from internal users via ITSM tool and telephone regarding issues or requests.
• Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner per SLA while maintaining ownership until closure.
• Collaborate with various teams and stakeholders.
• Identify service improvement opportunities with leads.
• Develop and maintain the knowledge base.
• Participates in assigned projects.
• Flexible weekend work on a rotational basis.
• Think creatively to resolve customer issues.

Skills

Fluent English

Communication

Team Collaboration

Education

Graduate or equivalent degree

Tools

M365 Office apps

Microsoft Windows

Active Directory

BMC Helix

Job 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 SLA’s, 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

Your Contribution

• 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 SLA’s, 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

Your Experience And Qualification

• Must be Fluent in written and spoken English.
• Should be a Graduate or equivalent degree.
• Minimum 2- 3 years proven experience in a service desk / customer service role.
• Handling customer queries over the call and via ticketing tool.
• 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

Shift working

24/7- 9 hours working

Minimum Requirements

• 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

Our Offering.

We will provide a collaborative environment working on exciting assignments, along with ongoing personal & career development opportunities.

#DiversityMatters with our inclusive culture, we welcome applications from all social, religious & ethnical backgrounds, disabilities both mental and physical, identities (gender) and neurodivergent people.

Do you have any questions?

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