Posted by Infosys Limited is an Indian multinational information technology company that provides business consulting, information technology and outsourcing services. The company is headquartered in Bangalore.
Process Executive
Roles & 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 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
Ensure customer/user confidentiality and data protection at all times
Education and Other Requirements
Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
Willingness to work in rotational shifts
Skills & Knowledge
Communicate at all levels
Basic knowledge of OS (Windows XP-10), Browsers, MS Office suite
Basic knowledge of Software, antivirus and peripherals installations
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