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Senior Technical Support Executive

Skylark Hr Solutions Private Limited

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1-4 Years
2 months ago
214 Viewed
216 Applied

Job Description

This is regarding the SERVICE DESK position at Infosys company, please find the Job Description attached herewith. Kindly go through the same and let us know if you are interested in applying for this position.

Company profile - https://www.infosys.com/

Infosys Limited is an Indian multinational information technology company that provides business consulting, information technology, and outsourcing services. The company was founded in Pune and is headquartered in Bangalore.16 billion dollar company with no.of employees 2.7lakhs + with a major presence in India, the United States, China, Australia, Japan, the Middle East, and Europe.

SERVICE DESK:

Technical Help Desk Support

Min 1 Experienced Customer & technical support. (Inbound calls / FCR - First Contact Resolution).
Experience in Voice and email Support (US client).
Strong customer service & Handling skills.
Excellent written and verbal communication skills. (Language/Grammar Proficiency).
Ability to work independently and as part of a team.
Proficiency in Microsoft Office Suite.
Familiarity with ServiceNow Ticketing tool.
Knowledge of common technical troubleshooting tools and techniques.
Knowledge of ITIL Framework is Required

Position Summary:
Provide 1 st level technical support, service restoration, fulfillment of service
request and advice to users ensuring the maximum availability, performance
and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving
to meet set standards and agreed procedures. Executes transactions as per
prescribed timelines.

Job duties and responsibilities:
To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

To participate in an on call rota, providing a 24 hours, first line support service to users.

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines

Education and other requirement:
Experience (12-18 Months)
Willingness to work in rotational shifts
Experience of at least 12 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Understanding of ITIL working practices
Problem solving associated with a mixed computing environment.

Required skill set:
Analytical and Problem solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability
o Quickly build trust and confidence with customer
o Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:
12-18 months work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
Basic networking knowledge

Time Management Skills

Being proactive and show the utmost respect for customer's time
Good time management, ensuring all contacts with customers add value
Ability to Multitask

Communication & Relationships Skills

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Skills & Knowledge

Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Broad knowledge of IT products, services and terminology

Aptitudes

Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Ability to work as pat of a team or on own initiative.
Customer focused
Proactive
Self-Motivated
Patient
Innovative
Flexible
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Infosys

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FUNCTIONS
Customer Service/ Call Centre/ BPO, Sales/ Business Development
INDUSTRY
Recruitment/ Staffing/ RPO
SKILLS/ROLES I HIRE FOR
Sales
LEVEL HIRING FOR
Junior Level, Mid Level
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Last Updated: 04-05-2024 07:39:51 AM
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