Job FunctionsProviding information and support for any inbound requestsMaintaining high-quality communication with customers across all service channelsCoordinating incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teamsPerforming standard report and data-gathering tasks, ensuring accuracy and adherence to established documentationManaging personal schedule to ensure adequate coverage in a 24x7 Service Desk environment
Job RequirementsMust have university degree or technical/vocational certification in Computing, Electronics, or related IT fieldExcellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadershipKeen attention to detail and the ability to multitask effectivelyStrong prioritization skills and the ability to work independently with minimal supervisionProblem-solving abilities and basic troubleshooting skills
SkillsUniversity degree or technical/vocational certification in Computing, Electronics, or related IT fieldExcellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadershipKeen attention to detail and the ability to multitask effectivelyStrong prioritization skills and the ability to work independently with minimal supervisionProblem-solving abilities and basic troubleshooting skillsAmbition to grow and improve within the IT fieldProficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)Strong analytical skills for resolving issues and improving service deliveryFamiliarity with SAP is a plusBasic knowledge of Linux operating systemsUnderstanding of ITSM tools and ITIL best practicesKnowledge in areas such as Networking, System Administration, Databases, or Application Support is desirable
Description
Summary:The Service Desk Agent will act as the first point of contact for all inbound IT-related requests, providing support for incident management and ensuring high-quality communication across various channels. The role will involve coordinating with internal IT teams, analyzing, troubleshooting, and escalating incidents as necessary, and performing essential data gathering and reporting tasks. The ideal candidate will work efficiently in a fast-paced environment and handle the challenges of 24x7 Service Desk coverage, while contributing to the smooth operation of IT services.Key Responsibilities:
- Provide information and support for any inbound requests, ensuring clear communication and resolution.
- Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.).
- Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams.
- Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation.
- Effectively manage inbound alerts and escalate issues to the correct teams when needed.
- Manage personal schedule to ensure adequate coverage in a 24x7 Service Desk environment.
Requirements
Skills & Qualifications:Must Have:
- University degree or technical/vocational certification in Computing, Electronics, or related IT field.
- Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership.
- Keen attention to detail and the ability to multitask effectively.
- Strong prioritization skills and the ability to work independently with minimal supervision.
- Problem-solving abilities and basic troubleshooting skills.
- Ambition to grow and improve within the IT field.
Nice to Have:
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook).
- Strong analytical skills for resolving issues and improving service delivery.
- Familiarity with SAP is a plus.
- Basic knowledge of Linux operating systems.
- Experience with database administration or understanding of databases.
- Understanding of ITSM tools and ITIL best practices.
- Knowledge in areas such as Networking, System Administration, Databases, or Application Support is desirable.
- Fluency in additional foreign languages is considered an asset.
Life at Protera
For over 20 years, our mission has been to enable SAP-centric enterprises to achieve their transformation objectives with improved value, increased quality, and reduced risk. The Protera FlexBridgeSM transformation success platform helps customers save up to 50% of the time and cost to transform and manage SAP and related IT applications on the cloud. Protera is a global SAP® partner certified in Hosting, Cloud, Application Management, Global Outsourcing, and SAP HANA Operations Services.
Thrive Here & What We Value1. Generous compensation2. Paid time off, sick leave, and other perks3. Health and wellbeing programs (including medical plans, savings accounts, Flexible PTO policy, etc.)4. Authentic environment where every individual feels welcome5. Collaboration, growth, and mobility6. Meaningful interactions with personal and professional communities7. Great Place To Work® Certified™ in India8. Comprehensive medical benefits9. Learning and Development Allowances10. Protera Technologies as a global Total IT Outsourcing Services Provider
