Job DescriptionProvide 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 workplace, 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
Roles & 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 Responsibility24* 7 Shift
Voice Process
l1 support
Location: Bangalore and Pune
Educational RequirementGraduate
Service LineBPO Service Line

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