Helpdesk Lead

Job Description

What you can look forward as Senior Executive- Technical Help/Service Desk:

• Incidents treatment of external Transics Customers via Mail / Phone in English.
• Focus on Transics Software Support.
• Determine which incoming Tickets will be treated taking into account the knowledge level, set priorities as per the Matix and the predefined ‘First Response Time’.
• Treat and analyze the assigned Tickets in order to provide a solution to the external client by e-mail or phone as soon as possible.
• Record and document the analyses and provided solutions in the Ticketing system.
• Communicate structural and frequent Tickets to the Service Level Coordinator. Escalate advanced Tickets to Quality Control.
• Stay informed of evolutions on job-related expertise through training, procedures, guides and courses offered by the organization and engage in assigned skill groups.

Your profile as Senior Executive- Technical Help/Service Desk:

• Preferably a Bachelor's degree in IT or equal with 4-6 years’ experience in Technical Helpdesk/Service desk
• Should be able to work/support in 24*7 support
• Analytical skills to find root causes in error log files
• Good communication skills and a customer- and service-oriented approach
• Customer focus and ability to communicate to customers in crisis situations
• Interact with customers & colleagues from different nationalities and continents
• Solution-oriented, analytical level of thinking, accurate and stress-resistant
• Passion for perfect customer services, just like how you would like to be helped yourself

Why you should choose ZF in India

• Innovative Environment: ZF is at the forefront of technological advancements, offering a dynamic and innovative work environment that encourages creativity and growth.
• Diverse and Inclusive Culture: ZF fosters a diverse and inclusive workplace where all employees are valued and respected, promoting a culture of collaboration and mutual support.
• Career Development: ZF is committed to the professional growth of its employees, offering extensive training programs, career development opportunities, and a clear path for advancement.
• Global Presence: As a part of a global leader in driveline and chassis technology, ZF provides opportunities to work on international projects and collaborate with teams worldwide.
• Sustainability Focus: ZF is dedicated to sustainability and environmental responsibility, actively working towards creating eco-friendly solutions and reducing its carbon footprint.