Infosys BPM is Hiring - Service Desk - Voice
- Artech Infosystem
- 1 to 5 Yrs
- Other Maharashtra
- 10 months ago
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Job Description
- Greetings from Infosys BPM Ltd., We are hiring for Service Desk - International Voice Process in Pune. Please find below Job Description for your reference: Role: Service Desk - Voice Shift: 24/7 Location: Pune (Work from office) Experience: 1 - 2 Years Job Description 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 Quickly build trust and confidence with customer Own and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: Experience managing Europe based customers / client 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 OS (Windows XP-10), Browsers, MS Office suite Experience working within a busy ICT Service Desk environment, showing the experience in systems, support, diagnostic, and resolution. Intermediate knowledge of T/S Small Forms (iOS, Android, Windows) 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 Basic networking knowledge Delivering commitments and metrics / KPIs, as per the agreed targets. Customer Relationship / Centricity Skills Resolve end user/customer concerns in a professional manner ensuring optimal customer satisfaction level. 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, to share knowledge and work together to increase performance standards. Communication Skills & Knowledge Excellent 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 part of a team or on own initiative. Customer focused Proactive Self-Motivated Patient Innovative Flexible Job duties and responsibilities To improve user confidence in the areas of computer hardware & software, applications, 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 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 customers account in the prescribed format Execute transactions as per prescribed guidelines and timelines Always ensure customer/user confidentiality and data protection Education and other requirement Willingness to work in rotational shifts Understanding of ITIL working practices Problem solving associated with a mixed computing environment. Must Have: Excellent communication skills Ready to work in 24*7 shifts, work from office in Pune Full time education of 15 years For Service Desk :: Knowledge/Experience of resolving queries utilizing voice skill on any of VPN, Drivers, O365, driver installations, Active directory is required Preferred Qualifications: Any Graduate Regards, Infosys BPM Talent Acquisition Team,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Infosys BPM is Hiring - Service Desk - VoiceContact Details:
Company: InfosysLocation(s): Other Maharashtra+ View Contact
Keyskills: Communication skills Presentation skills Customer focus Patience Innovation Analytical Ownership accountability services solutions
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Artech Infosystem
Artech Infosystems Pvt. Ltd. Artech is a Global Provider of Workforce Solutions & IT Consulting Services. Having our Head Office at New Jersey and other locations are Noida, Bangalore, Pune, Hyderabad, & Chennai. Having global employee strength of 7000+.
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