thyssenkrupp Uhde
Website:
thyssenkrupp-uhde.com
Job details:
Company: thyssenkrupp Uhde India Private Limited
Position: IT service expert – (USS03) User helpdesk services
Primary Location: Mumbai
Department: IT
Employee Type: Permanent
Experience range (Years): 5 - 10 Years
thyssenkrupp Uhde India is part of thyssenkrupp Uhde GmbH, which belongs to the Decarbon Technologies Segment of the international industrial and technology company thyssenkrupp AG. It is a technology-oriented project executing company involved in the design and construction of plants for fertilizer, green chemicals, petrochemicals in India and abroad with technologies for DAP-NPK, Green Ammonia, Hydrogen etc. in its portfolio. It offers a range of services viz. EPC / EPCM / PMC and has successfully executed more than 850 projects with its technologies or from other world-class Licensors.
Role & Technical Responsibilities:
- Provide helpdesk services (2nd and 3rd level support activities) within a global organization and represent this IT service unit to various stakeholders.
- Self-responsibly execute the analyses, prioritization and processing of complex tickets, including support with suitable forwarding to ensure efficient operations and continuity of global IT operations.
- Close coordination with specialist departments and support units to improve processing quality and speed.
- Coordination of escalation processes for critical / major tickets and incidents.
- Identification of improvement opportunities in ticket content, lifecycles processes, and knowledge base entries, and communication to responsible parties.
- Independent assessment and management of complex incidents, considering operational impact.
- Independent classification of major incidents and coordination of necessary escalations.
- Provide end-to-end user helpdesk services and ensure service quality, availability and responsiveness.
- Improvement of data quality in the internal knowledge base (CMDB) to increase first level resolution rates to continuously support with the sustainable and systematic improvement of global IT helpdesk services within the organization.
- Constantly monitor and provide reporting on applicable KPIs to reflect IT service quality and performance (e.g., processing time, compliance with ITIL processes).
- Derive suggestions to consistently improvement quality of IT service provisioning.
- Manage provisioning of VIP support, Walk-In-Center and Field Services in all locations.
- Support the implementation and operations of the global ITSM platform (BMC Helix).
Requirements
- Expertise in provisioning IT helpdesk and support services.
- Proficiency in managing clients and users.
- Strong analytical and decision-making skills.
- Excellent communication and stakeholder engagement abilities.
- General knowledge regarding the ITSM platform “Helix” by BMC preferred – general knowledge regarding alternative ITSM platforms mandatory.
- Experience with applicable controlling, risk and QM terms and methodologies.
- Advanced knowledge in commonly used applications for controlling, risk and quality management (especially Microsoft Excel).
- Understanding of IT service operations / IT service management within a global setting.
- Strong communication and stakeholder engagement skills.
- Customer-oriented mindset with focus on service quality and user satisfaction.
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