Senior Executive – Technical Helpdesk, Service Desk

ZF Group

Senior Executive in Technical Helpdesk for ZF, focusing on software support and customer service communications. Handling incidents and ticketing for external clients in a 24*7 environment.

Posted 5/27/2026full-timeChennai • 🇮🇳 IndiaSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical HelpdeskService DeskTicketing SystemError Log AnalysisIncident ManagementProblem SolvingCustomer SupportFirst Response TimeDocumentationAnalytical Skills

Soft Skills

Communication SkillsCustomer FocusService OrientationStress ResistanceSolution OrientationAccuracyInterpersonal SkillsCrisis ManagementTeam CollaborationAdaptability

Certifications

Bachelor's Degree in IT