Posted by Infosys Limited is an Indian multinational information technology company that provides business consulting, information technology and outsourcing services. The company was founded in Pune and is headquartered in Bangalore.
Infosys is seeking a skilled, dedicated and proactive Senior Process Executive with strong interpersonal and technical skills to operate in an enterprise. The candidate will provide of 1st level technical support.
Service Desk Technician
Senior Process Executive
Job Description:
Provide 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. Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews, and escalation handling.
Job Requirement:
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
Being proactive and show the utmost respect for customer’s time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
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, in order to share knowledge and work together to increase performance standards.
Qualifications :
High School Diploma or GED equivalent
At least 1 year of relevant work experience