Infosys BPM hiring For Service desk
- Infosys BPM
- 2 - 5 years
- Pune
- 4 years ago
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Job Description
Infosys BPM hiring for Service desk across Pan India.
As a precautionary measure for COVID-19, we encourage you to attend interview through Telephonic / Skype / WebEx VC. Along with CV, kindly share your contact details, Skype ID and availability for interview.
Job details:
Skill : Service desk.
Years of Experience : 2+yrs of experience.
Hiring from Pan India WFH.
Shift : Flexible (included night shift)
Job description:
Excellent communication skill.
Position Summary
- Executes transactions as per prescribed timelines.
- Performs Initial troubleshooting to identify root cause and provides resolution to customer.
- Reviews ,validates inputs from process executives and assist them to execute transactions without errors.
- Provide first /second 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.
Provides remote assistance to End Users (phone, email, chat and other channels).
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:
- Minimum 2 years of experience 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 requirement
- BCA/BTECH/MCA/BE- Computer Science
- Willingness to work in rotational shifts
- 24X7 operations
- Flexible with Weekly Offs
If you are interested, Please send your resume with below details asap to De********4@in****s.com
Total yrs of experience:
Service desk Experience:
Current CTC:
Expected CTC:
Notice period:
Are you flexible for rotational shift includes night shift:
Do you have any knowledge or work experience in cloud computing:
Do you have any experience or knowledge in Domain Server Concepts:
Rate your communication skill Out of 5 (5 must be excellent):
Regards
Deepika C
Senior Recruiter-TA
Infosys BPM Ltd.,
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: IT Software - Network Administration, Security, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in Any Specialization, BCA in Computers, B.Sc in ComputersPost Graduation: MS/M.Sc(Science) in Computers, M.Tech in Computers, MCA in ComputersDoctorate: Doctorate Not RequiredContact Details:
Company: Infosys BPMAddress: 26/3,26/4 , 26/6,INFOSYS BPM LIMITED,HOSUR ROAD,EL, ECTRONIC CITY,BOMMANAHALLI, , BANGALORE, Karnataka, IndiaLocation(s): Pune
Keyskills: Cloud Computing Service Desk Technical Support Customer Support Customer Service Networking DNS Calling Customer Satisfaction Remote Assistance Active Directory
Infosys BPM
Infosys BPM, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, P...
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