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Service Desk Technician

Company: Infosys BPM
Location: Monroe
Posted on: June 20, 2022

Job Description:

Service Desk Technician Senior Process AssociateMonroe, NC Job Description: Infosys is seeking a skilled, dedicated and proactive Senior Process Associate with strong interpersonal and technical skills to operate in an enterprise. The candidate will be part of 1st level technical support. Provide 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.

  • Technical knowledge/expertise to support technical help related queries and trouble shooting.
  • Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.
  • Effectively resolve L1 helpdesk queries as per deliverables outlined
  • Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
  • Execute transactions as per prescribed guidelines and timelines
  • Ensure that performance parameters are met to meet SLA targets
  • Ensure customer/user confidentiality and data protection at all times
  • Excellent PC and data entry skills Qualifications Basic:
    • High School Diploma or GED equivalent
    • At least 1 year of relevant work experience Qualifications Preferred:
      • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc
      • Knowledge on basic concepts of networking.
      • Working knowledge of MS Office
      • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
      • Problem solving skills and quick thinking to own & resolve customers' issues independently, thoroughly & efficiently
      • Being proactive and show the utmost respect for customer's time
      • Good time management, ensuring all contacts with customers add value
      • Ability to Multitask Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise). The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. COVID-19 Considerations: Vaccination required. Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place. Work Onsite:This role is based out of Monroe, NC and is " fully onsite" immediately.
        About UsInfosys BPO (, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process reengineering. Infosys BPO operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia, and as of December 31, 2014, employs over 50,000 people. Infosys BPO has been consistently ranked among the leading BPO companies and has received multiple awards and recognitions from key industry bodies and associations. Infosys BPO also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPO strategists. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National

Keywords: Infosys BPM, Rock Hill , Service Desk Technician, Professions , Monroe, South Carolina

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