Technical Process Specialist

2 weeks ago

Pune, India Infosys Full time
Responsibilities Role InformationService Desk (L1) Agent – 3 Role Designation Technical Support Specialist 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. 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. 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 oQuickly build trust and confidence with customeroOwn and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: •Min. 24 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 T/S OS (Windows XP-10), Browsers, MS Office suite•Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)•Experience of working within a busy ICT 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 •Communicate at all levels •Ability to work across organizational and Educational Requirements Graduate

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