Posted by Infosys Public Services is the leader in consulting, technology, and next-generation services. We partner with US and Canadian public sector organizations to help them stay ahead of the innovation curve. Our technology solutions, combined with proven best-practices and execution excellence enable our clients to renew themselves and build new capabilities to improve mission outcomes
Operations Associate – Service Desk Agent
Job Description:
The roles and responsibilities of the Service Desk Analyst are:
Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance for SaaS (Software-As-A-Service) based applications
Utilize ITIL based standard operating procedures, Knowledge Articles, and training material to provide exceptional customer service and issue resolution for end-users and customers.
Participate and drive Major Incident Management calls as needed; own and drive Change/ Problem Management processes.
Assist with managing the IVR/ call tree, update call recordings, manage call/ chat queues as needed.
Assist with managing SLAs and SLOs to meet client targets
Monitor ticket queues and ensure incident/ service request SLAs are met as per contractual commitments.
Assist with end-user or client escalations during business hours and after hours as needed. Be open for 24×7 shift including weekends on a rotational basis and available for a shift at a short notice
Be willing to work in a high-pressure environment with deadlines and work OT (Over Time) as required
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Keep Users regularly updated with Alerts advising of any new or changed information.
Excellent customer management and service skills; interpersonal skills; analytical and problem solving skills.
Excellent written, oral and verbal communication skills in English and French (native level)
Be willing to take on additional responsibilities and learning opportunities as they come up
Experience:
1-3 years of technical support experience with an IT Service Desk or Application Support
Educational Qualifications:
4 year degree in Computer Science or associated sciences
Comptia A+ certification is an asset