Infosys BPM Looking for Service Desk L1 Agent at Pune, Maharashtra, India Full Time

Role Information – Service Desk (L1) Agent

Role Designation – Technical Support Executive

Position Summary – Provide 1st level of technical support, service restoration, fulfillment of service requests, 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.

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

o Quickly build trust and confidence with the customer

o Own and resolve customer issues efficiently, effectively, and empathetically

Time Management Skills

• Being proactive and showing the utmost respect for the 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
• Basic knowledge of OS (Windows XP-10), Browsers, MS Office suite
• Basic knowledge of Software, antivirus, and peripherals installations
• Ability to work across organizational and professional boundaries
• 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
• Analysis of data
• Presentation of technical functionality to a non-technical audience
• Working knowledge of MS Office products
• General support knowledge of Operating systems across various platforms, general productivity applications like MS Outlook, MS Excel, Lotus Notes, etc.
• Ability to work as part of a team or on own initiative.
• Customer focused
• Proactive
• Self Motivated
• Patient
• Innovative
• Flexible

Job duties and responsibilities

• To improve user confidence in the areas of computer hardware & software, applications, and 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-hour, 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 inquiries 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

Education and other requirements

• Graduate & Willingness to work in rotational shifts