Walkin For Service Desk Process Executive on 12th

2 weeks ago

Bengaluru, Karnataka, India Infosys BPM Full time

Greeting from Infosys BPM Ltd.,

We are hiring candidates for Service Desk -Process Executive. Please walk-in for interview on 12th and 13th June at Bangalore

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.

Interview details:

Interview Date: 12th and 13th June 2024

Interview Time: 10.00 AM till 1:00 PM

Interview Venue:

Infosys limited

785, GROUND FLOOR, AXIS SAI JYOTI, 100 Feet Ring Road, 15th Cross Rd, SARAKKI, 1st Phase, J. P. Nagar, Bengaluru, Karnataka

Land Mark : Sindhoora Convention Center

Please find below Job Description for your reference:

Job Location: Bangalore

Skill - Service Desk

Education - Full time graduation

Experience Years

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:

12-18 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 (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook , Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business

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, TCP/IP, OSI, Network devices and carriers.

Basic networking knowledge

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

Basic knowledge of ITIL, agile frameworks, service governance model

Good understanding of dependencies between different business areas, their processes and the tools used

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

Aptitudes

Identification of problems and solutions

Ability to actively acquire new knowledge and skills and champion new methods, digital systems and processes to improve performance

Presentation of technical functionality to a non-technical audience

Working knowledge of MS Office products

Energized by working both independently and in cross-functional teams establishing good relationships Customer focused

Motivated by working agile and being open to change

Motivated by continuously developing and enhancing self in support practices and staying at the frontier of modern principles and frameworks


• To improve user confidence in the user of computer software, 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

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.

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