Freshers - Service Desk - Bengaluru/Bangalore
- Infosys BPM
- 0 - 2 years
- Bengaluru
- 5 years ago
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Job Description
Infosys BPM is hiring for freshers across PAN India locations in Service desk roles.
Title: Service desk - Fresher's
Role Designation: Process Executive -Service Desk
Location: Bangalore/ PAN India
Experience: Fresher to 2 years
Shift: Rotational shifts
Job Description ::
- Fresher to 2 years with basic knowledge in Service Desk/ Tech support process / Cloud Computing Process
- Excellent communication skills C1 equivalent proficiency
- Displays excellent customer service skills and capabilities
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Handle escalations raised by customers and partners.
- Handle consults from the lower tier to assist in case resolution
- Good presentation and client Interfacing skills
- Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
- Confidently communicates current performance and improvement ideas with client
Technical Skills
- Basic knowledge of cloud computing and types of cloud computing
- Basic Knowledge of Mail server settings IMAP , POP and SMTP
- Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC
- Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME
- Experience in working on Active Directory
- Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol )
- Basic knowledge if SSON (Single Sign On)
- Basic knowledge of API (Application-Programming Interface)
- Intermediate knowledge of Prevention of Spam, Phishing and Malware
- Intermediate knowledge of T/S Small Forms (iOS, Android, 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
Job duties and responsibilities
- Actively troubleshoot to identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes
- To participate in an on call Rota, providing a 24 hours, first line support service to users.
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Handle escalations raised by customers and partners.
- Handle consults from the lower tier to assist in case resolution
- Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
- Confidently communicate current performance and improvement ideas with client
Education and other requirement
- Willingness to work in rotational shifts
- 24X7 operations
- Flexible with Weekly Offs
If interested, Please share your resume with below details to Ma**********i@in****s.com
Name:
Mobile Number:
Email:
Total Years of experience:
Experience in Service desk:
Current Location :
Preferred Location :
Current CTC:
Expected CTC:
Notice period:
Willingness to work in rotational shifts:
Regards,
Mahadev Vamsi
Infosys BPM Ltd.,
Job Classification
Industry: BPO / Call CentreFunctional Area: IT Software - Application Programming, Maintenance, Role Category: OtherRole: OtherEmployement Type: FreshersEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredContact Details:
Company: Infosys BPM LimitedAddress: 26/3,26/4 , 26/6,INFOSYS BPM LIMITED,HOSUR ROAD,EL, ECTRONIC CITY,BOMMANAHALLI, BANGALORE, Karnataka, IndiaLocation(s): Bengaluru
Keyskills: Customer Support Customer Service Networking Service Desk Technical Support DNS Calling Customer Satisfaction Troubleshooting Active Directory
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