Service Desk First Level Support Engineer(German)

Avaloq AG; Pune District; On-site; INR 350,000 - 500,000; Full time

Job summary

Avaloq AG in Pune, India, is seeking a Service Desk professional to be the single point of contact for incidents and service requests. You will work to ensure SLAs are met and support clients efficiently.

You will handle user management tasks, coordinate major incidents, document requests, and continuously revise process documentation to improve service delivery.

Responsibilities

• Initial screening and assigning of all incoming Incidents and service Requests.
• Ensuring that services are provided in accordance with the contracts and the SLAs
• User management related tasks such as profile creation and maintenance.
• Coordination of the major incident process.
• Processing, coordination and documentation of incoming requests for operational processes
• Constant revision of the process documentation
• Involvement in user recertification processes.

Job description

Job Description

For our customers, the Service Desk is the single point of contact for all inquiries in the operational business. Customer satisfaction is our top priority. We act as an interface between our clients and the operational units of Avaloq. As part of a fast-growing company, flexibility and satisfactory performance are very important. We ensure this as a team together with all our colleagues.

Key tasks

• Initial screening and assigning of all incoming Incidents and service Requests.
• Ensuring that services are provided in accordance with the contracts and the SLAs
• User management related tasks such as profile creation and maintenance.
• Coordination of the major incident process.
• Processing, coordination and documentation of incoming requests for operational processes
• Constant revision of the process documentation
• Involvement in user recertification processes.