The IT Helpdesk Support Analyst will be responsible for providing expert technical knowledge in the maintenance of endpoint devices and applications. The goal is to solve and troubleshoot technical issues in the end user support area and manage the resolution process.
Main Responsibilities & Tasks:
Initiate customer contact, escalate to appropriate parties and resolve incidents.
Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
Respond to technical issues as they arise.
Work with other Infrastructure and Operations teams to resolve customer issues.
Keep 1st level agents abreast of the latest knowledge articles and technologies
Maintaining staffing levels for offer peak performance over various time zones and Global regions.
Recognize trends in tickets and alert upper management of potential major incidents or problems.
Qualification & Skills:
At least 4 years of experience of handling Phone based IT Support team in reputed Call Center/BPO.
Candidate should pose good communication skills in English
Excellent call handling and customer service skills.
Neutral Verbal English Communication skills.
Experience with reputed ITSM (IT Service Management) Tool, preferably “Service Now”.
Willingness to work in Shifts.
Able to handle call in English from any country. Strong skills in Microsoft Office Suite (Microsoft Excel, Word, PowerPoint)
ITIL Foundation certification is preferred
Familiarity and experience in using an ITSM tool
Effective written and verbal communication skills
Fluent in English
About Sartorius
Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide.
We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.
Join our global team and become part of the solution. We are looking forward to receiving your application.
www.sartorius.com/careers
Top Skills
What We Do
Sartorius is a leading international partner of life sciences research and biopharmaceutical manufacturing.
We help our customers #SimplifyProgress from drug discovery to manufacturing so that more people can have access to better medicine. With this, we are #PartOfTheSolution in the fight against diseases worldwide.
With innovative laboratory instruments and consumables, the our Lab Products & Services division focuses on laboratories performing research and quality control at pharmaceutical and biopharmaceutical companies as well as academic research institutes.
The Bioprocess Solutions division, with its broad product portfolio focusing on single-use solutions, helps customers manufacture biotech medications, vaccines, and cell and gene therapies safely, rapidly, and economically.
Based in Göttingen, Germany, Sartorius also has a strong global reach with around 60 production and sales sites worldwide. We regularly expand our portfolio through the acquisition of complementary technologies.
In 2023, Sartorius generated sales revenue of around 3.4 billion euros. Currently, around 14,600 employees from around 110 nations are working for customers around the globe.
Join our team, partner or collaborate with us.
