Service Desk Agent (German speaking)

A&O IT Group; Bengaluru; On-site; INR 250,000 - 450,000; Full time

Job summary

A&O IT Group in Bengaluru seeks a Service Desk Agent to ensure high-quality incident handling, ownership, and effective communication across customers and stakeholders.

You will monitor incidents, coordinate with the IT Support Engineer teams and partners, and strive to meet SLAs while delivering excellent customer satisfaction.

The role emphasizes timely reporting, KPI awareness, and collaboration with Service Delivery Managers to drive service improvements.

Responsibilities

• Manage resource issues to achieve service level targets and KPI targets.
• Provide a cost-effective service while meeting contractual requirements.
• Monitor and communicate resource control and business KPIs and SLAs to the team.
• Maintain close relationships with customers with Service Delivery Managers and manage service/project delivery issues.
• Drive a service culture change to achieve excellence and continual quality improvements.
• Prepare and submit monthly reports to management on resource control activities.

Job description

As Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.

You will control incidents utilizing various tools ensuring our IT Support Engineer workforce and partners provide the highest possible level of service to our customers, as well as ensuring exceptional levels of communication with the customer and all internal stake holders.

KEY RESPONSIBLITIES

• Responsible for managing resource issues ensuring service level targets and KPI targets are achieved.
• Continually strive to provide a cost-effective service whilst meeting contractual requirements.
• Monitor and communicate resource control and business KPI’s and SLAs to team
• Ensure and develop close working relationships with customers in liaison with the Service Delivery Managers and manage any service, project or other delivery issue.
• To change service culture to achieve service excellence with continual improvements to quality-of-service delivery.
• Prepare and submit monthly reports to management on resource control activities.