Infosys Mega Walk-in For Service Desk | BE BTech

2023-11-04 Click here to join our placement whatsapp group

Job Location: Bangalore

Shifts: 24*7

Skill - Service Desk L1

Exp - 1 to 4 years

Education -

 

• Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.

ITIL trained preferred

 

• Willingness to work in rotational shifts
• Work from office

 

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
• Quickly build trust and confidence with customer
• Own 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 customers 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 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 pat of a team or on own initiative.
• Customer focused
• Proactive
• Self-Motivated
• Patient
• Innovative
• Flexible

 

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