Protera is hiring a
Service Desk Agent

Summary

Join Protera Technologies as a Service Desk Agent in Mumbai, India. This global Total IT Outsourcing Services Provider is committed to improving quality and reducing total cost of ownership for SAP centric organizations. As a Service Desk Agent, you will manage the full lifecycle of incidents and service requests, answer customer service calls and emails, coordinate incident investigation, analysis, and closure, and adhere to all policies and procedures of the Service Desk which operates 24/7.

Requirements

• University Degree or Technical/Vocational Certification in Computing, Electronics, or related IT field
• Good communication skills verbal & written in English
• 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

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

Preferred Qualifications

• 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

Benefits

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