Service Desk Specialist

About the Company:

Established in 1993 through a partnership with Phoenix Contact gmbh & Co. KG in Germany, Phoenix Contact India holds an impressive presence across the nation with 21 branch offices. Our team has made a significant impact in the Indian market, thanks to our cutting-edge sustainable solutions and advanced technology. With the primary objective of streamlining intricate business challenges with technology-driven solutions, we offer our clients the best sustainable solutions to success and growth

You will be part of Shared Services Center which is comprises of Technical, IT and commercial services into a centralized unit that serves multiple business units. The goal is to improve efficiency, reduce costs, and standardize processes across the organization.

Job Title: Service Desk Specialist

Department: ITSSC

Sub Department: Infrastructure services

Job Location: Delhi NCR

Designation: Engineer

1. Overview / Objectives:

• The Service desk specialist is the first point of contact for all IT-related requests and incidents of the PxC Group employees.
• The IT Service Desk Specialist provides 1st-level support for software and hardware issues, user accounts, remote access, network, enterprise applications and much more IT related topics. All requests and incidents are recorded, prioritized, and processed according to defined ITIL processes to ensure high quality service and customer satisfaction. Another key aspect of the role is the qualification and forwarding of inquiries to 2nd level support teams.
• Depending on qualifications, the IT Service Desk Specialist may also provide specialized support for specific IT topics and take on additional functions within the service desk team

2. Experience: 2 years of relevant experience

3.Educational Qualification

• Successfully completed Apprenticeship as an IT specialist or a comparable qualification
• Good knowledge of Windows operating systems and standard software on the market
• Good knowledge of IT hardware
• Basic network knowledge (TCP/IP, client/server environment, VPN, etc.)
• Ideally user help desk experience at 1st and/or 2nd levels

4.Area of responsibility

• First point of contact for all IT-related requests and incidents of the PxC Group employees
• Provides 1st-level support for:
• Software and hardware issues
• User accounts
• Remote access
• Network
• Enterprise applications
• Other IT-related topics
• Records, prioritizes, and processes all requests and incidents according to defined ITIL processes
• Ensures high service quality and customer satisfaction
• Qualifies and forwards inquiries to 2nd-level support teams
• Provides specialized support for specific IT topics
• Takes on additional functions within the service desk team

5.Cultural fit:

• Customer focus: Customer and service orientation
• Learning agility: Quick comprehension and high willingness to learn
• Teamwork: Ability to work in a team and collaborate with other teams
• Cultural Sensitivity and Global Perspective: Understanding and appreciation of different cultural backgrounds.