Infosys BPM is Hiring - Service Desk - Voice Process

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: 2 - 4 Years

Job Description

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
• Min. 24 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
• 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.

Additional Preferred skills:

• PBX Administration Avaya or similar
• Anti-Virus & IT Security best practices implementation & administration
• Process compliance Knowledge of the ITIL Framework
• Knowledge of McAfee products
• Has been in end user/ customer facing interactions in previous roles
• Reporting / Documenting, Maintaining records of the end users / customer interactions

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
• 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 customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Always ensure customer/user confidentiality and data protection.
• Provide input / feedback related to Knowledge articles.
• ITIL trained preferred
• Willingness to work in rotational shifts

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