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Greeting from Infosys BPM Ltd.,
We are hiring candidates for Experience for Service Desk. Please walk-in for interview on 30th and 31st August 2024 at Nagpur. (Job Location - Pune)
Note:
Please carry copy of this email to the venue and make sure you register your application before attending the walk-in. Please use below link to apply and register your application. Please mention Candidate ID on top of the Resume.
https:
//career.Infosys.Com/jobdesc? jobReferenceCode=PROGEN-HRODIRECT-188434
Interview details:
Job Location:
Pune
Interview Date:
30th and 31st August 2024 2024
Interview Time:
10.00 AM till 1:
00 PM
Interview Venue:
Infosys Limited Nagpur SEZ, Co- Developer
Plot No:
7, Sector – Special Economic Zone
Mihan Notified area, Incubation Center
Ground Floor – Nagpur,
Maharashtra – 441108
Please find below Job Description for your reference:
Job Location :
Pune
Skill - Service Desk
Education - Full time graduation
Experience - Experience
Job Description
Job Description:
Sr process executive /Process specialist (as per experience)
Location:
Pune
Employment Type:
Full-Time.
Position Summary
Provide 1st 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.
Provide professional, service minded and dedicated support to the assigned business area based on defined Service Level Agreements, being the connection between end-users and product teams.
Drive modern support principles fulfilling co-workers’ support needs in a timely and seamless manner, being the single point of contact for all digital related questions and issues requiring deeper knowledge and skillset. Strengthen the support by increasing the ability of solving more complex problems closer to the endusers, saving time and effort for both the end-users and product teams.
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:
Min. 12 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 OS (Windows XP-10), Browsers, MS Office suite
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Experience of working within a busy 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
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
Time Management Skills
Being proactive and show the utmost respect for customer’s time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
Communication & Relationships Skills
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.
Skills & Knowledge
Good knowledge of the business area and good understanding of how the products and services in the area are connected together Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good knowledge of ITIL, agile frameworks, service governance model
Work to tight deadlines / service levels
Strong understanding of prioritization needed during business-critical issues Broad knowledge of IT products, services and terminology
Aptitudes
Passionate about delivery of high-quality support
Motivated by continuously developing and enhancing self in support practices and staying at the frontier of modern principles and framework
Energized by working both independently and in cross-functional teams establishing good relationships 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.
Job duties and responsibilities
Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency - Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality - Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed.
Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs
Lead in the daily running of the support, ensuring that it meets the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements 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;
Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals
Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs
Education and other requirement
Graduate/ B.Sc. Computer Science / or Graduate with any technical degree preffered
ITIL trained preferred
Willingness to work in rotational shifts
Experience of at least 24 months working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Understanding of ITIL working practices
Problem solving associated with a mixed computing environment.
Work from Office
Documents to Carry:
- Carry a printout your updated resume.
- Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
- All original education documents need to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)
Pointers to note:
- Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
- Original Government ID card is must for Security Clearance.
Regards,
Infosys BPM Recruitment team.
Thanks & Regards,
Talent Acquisition Team
Infosys BPM Ltd
