Job Description:

- 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
- 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
- o Quickly build trust and confidence with customer
- o 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
- Preferred experience in store support for areas like POS Warehouse application support
- Intermediate knowledge of T S Small Forms iOS Andrioid Windows
- Intermediate knowledge of T S OS Windows XP 10 Browsers MS Office suite of O365 Messaging Outlook 2013 19 Skype for Business Microsoft Teams SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk setting 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 TCP IP OSI Network devices and carriers
- Basic networking knowledge

Key Responsibilities:

- To improve user confidence in the user of computer software being empathetic to a variety of new and experienced learners needs
- 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

Additional Responsibilities:

- 24 7 Shift
- Voice Process
- l1 support
- Location Bangalore and Pune

📌 Senior Technical Process Executive (Pune)
🏢 Infosys BPM
📍 Pune