Logo
 

Senior Service Desk Agent (m/f/d)

  • Pune (IND)
  • IT
  • Software Development
  • Fulltime
  • Published: 26.04.2025
scheme imagescheme image
Introducing Thinkproject Platform
 
Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.
By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.

What your day will look like

Provide exceptional IT support to Thinkproject's end users and ensure that supporting IT systems are operating optimally. Support our users and business functions through ITIL aligned processes, including; Incidents, Changes & Requests. In the senior role, you will act as a role model for other IT service staff, leading by example and supporting your colleagues as they grow.
 
Main responsibilities:
 
·       Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate
·       Ownership and management of customer incidents to resolution within agreed SLA’s
·       Responsible for the creation and maintenance of knowledge base articles
·       Create help manuals for existing and new programs and End-user Training. Ensure that the knowledge base is kept up to date.
·       Act as initial point of contact for IT issues and requests and escalations in addition to the overall monitoring of call progression through the service management toolset
·       Ensure efficient escalation of higher priority calls
·       Provide 1st and 2nd level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool
·       Broad technical understanding of IT systems, applications and services
·       Must have an absolute commitment to service quality and customer focus
·       Mentor and train junior members of the service desk team

What you need to fulfill the role

·       5 years+ experience working in an IT Service Desk team supporting remote users
·       5 years+ experience in a relevant information technology role
·       Excellent written and spoken English
·       Knowledge of ITIL is essential for this role
·       Windows 11
·       Office 365
·       Azure/Intune (User and Group Management)
 
Also, good Communication Skills, Excellent English (Spoken and Written), Motivated with a desire to teach others

What we offer

Lunch 'n' Learn Sessions I Women's Network I LGBTQIA+ Network I Coffee Chat Roulette I Free English Lessons I Thinkproject Academy I Social Events I Volunteering Activities I Open Forum with Leadership Team (Tp Café) I Hybrid working I Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.

Your contact:

 

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.


Working at thinkproject.com - think career. think ahead.