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With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 9,000 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $1.9 billion in revenues in fiscal 2020. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

 

 

Job Title: Analyst Service Operations

Location: Bangalore

 

       About the Role
Within a global team, you will be responsible for providing frontline support to our end users across all geographies and Enterprise systems. You will be reporting to the GSO Team Lead in Bangalore, India.
Our support team is global, and level 2&3 skills are mainly located in Bangalore, India apart from Local IT team members. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment.

You are responsible for user satisfaction and smooth efficient support and you will play a key role in improving user adoption of our tools and solutions. The position may require ad-hoc travel

 

Responsibilities
 

    • Monitor IT landscape (Network/Servers/Applications) and ticketing system for incoming requests, process issues.
    • Frontline incident and request management
    • Monitor Phone, Chat and Email systems for inbound incidents and assistance requests
    • Log issues and track even when users come directly to you.
    • Efficient support to users including senior management and executives
    • Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
    • Escalate to specialized teams when required, take ownership and represent the user to ensure the requests are processed.
    • Communicate to the user on progress in a timely manner
    • Document issues, analysis, progress, solution in the ticketing system
    • Ensure processes are followed.
    • Assist with onboarding of new users
    • Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), and collaborations suite (OneDrive, O365 groups, etc.)
    • Assistance and troubleshooting on IT-related equipment like Laptop, Workstation, Printer, phone system (Polycom), mobile phones and tablets
    • Contribute to team knowledge management by documenting troubleshooting and problem resolution steps

 

 

Skills Required
 

  • 1 - 3 years’ experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
  • Ability to prioritize and follow up issues with method and efficiency – multitasking.
  • Excellent communication and excellent reporting skills
  • Good level of autonomy
  • Fluent German speaker (written & spoken)- will be added advantage.
  • Fluent English (written & spoken)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013/2016 (particularly Outlook, Lync/Skype for Business/MS Teams/OneDrive) and ideally Office 365
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Good knowledge and experience of mobile phones (iPhone, Android, Windows Mobile etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
  • Good knowledge and experience of Windows environment (Active Directory integration, File/Print server, etc.)
  • Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
  • Ability to write technical documentation to feed the Service Desk knowledge database
  • Knowledge of a ticketing system and Service Desk procedures.
  • Ready to work 24/7 shift

 

 

Preferred Areas of Education, Certifications, and Skills:

  • Education to degree level or equivalent, but experience may be considered in lieu of formal education
  • ITIL Certification
  • Language knowledge: English (speaking / writing) – Advance; German (speaking / writing – Advanced.
  • General IT Technical Skills, good knowledge of Microsoft Operating systems and other commonly used Microsoft products, software distributions tools and other PC Client based software
  • 1-3 years IT experience.
  • Minimum level of education High school/Bachelor’s degree/ Associate

 

 

Kennametal is an Equal Opportunity Employer 


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