IT Support-Application Help Desk

IT Support-Application Help Desk

About us :

Infosys BPM is a leading international digital services and consulting company. We support companies in 46 countries. While we constantly implement innovations for our clients, our motto remains the same : Everyone deserves a chance to grow!

One of our clients is a well-known international company. For this client we are looking for a well-organized, ambitious.

About the Position :

Provide L 1.5 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. Show proactiveness in learning and developing technical skills in resolving Application related issues.

Provide L 1.5 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.

Required skill set : Prerequisites :

Prerequisites :

• German language C1 / C2
• Experience of working as a Service Desk agent showing experience of systems, support, diagnostic and resolution

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

Prerequisites :

• Service desk or helpdesk experience in support end users for at least 1 to 2 years
• Medium IT skills in windows, MAC, Servers,
• Knowledge of ITSM system like Service Now or Jira or Remedy
• Experience in application support is a plus which includes video conferencing, HR applications like Oracle, Salesforce
• Basic knowledge of user administration activities like user account creation, modification, role changes

Job duties and responsibilities :

• To improve user confidence in the areas of computer hardware & software, applications, 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 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.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Always ensure customer / user confidentiality and data protection.
Vor 3 Tagen