Job Description

Kennametal Inc. (NYSE: KMT) brings together materials science, technical expertise, innovative thinking and superior customer service to help the world fly, drive, power and build. Our tools, materials and wear-resistant solutions enable customers to run longer, cut faster and machine with greater precision. Kennametal is built for performance, and every day approximately 8,700 employees are helping customers in more than 60 countries stay competitive. Kennametal generated $2.0 billion in revenues in fiscal 2022. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube. Job Title: Analyst Service Operations Job Location: Bangalore
About the Role Within a global team, you will be responsible for providing support to our end users across all geographies. 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 issues 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.
Key Job Responsibilities:-

• 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
• Incident management
• Problem management
• Prepare stats and reporting
• 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:-

• 3 - 5 years\xe2\x80\x99 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 \xe2\x80\x93 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

Years of Relevant Work Experience Required: 3-5 Years
Minimum Level of Education:- High School, Associates/Technical, Bachelor\'s Degree
Preferred Areas of Education, Certifications, and Skills:-

• Education to degree level or equivalent, but experience may be considered in lieu of formal education.
• 3-6 years IT experience.
• 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.
• Language knowledge: English (speaking / writing) \xe2\x80\x93 Advance; German (speaking / writing \xe2\x80\x93 Advanced.
• ITIL Certification

Equal Opportunity Employer