Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.
Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.Available service hours:Analytical and Problem solving skillsAnalytical and Problem solving skillsAnalytical and Problem solving skills
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
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 issuesActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesActive 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
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesAnalytical 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
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Display ownership and accountability Quickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Display ownership and accountabilityDisplay ownership and accountabilityDisplay ownership and accountability
- Quickly build trust and confidence with customer
Quickly build trust and confidence with customerQuickly build trust and confidence with customerQuickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
Own and resolve customer issues efficiently, effectively and empatheticallyOwn and resolve customer issues efficiently, effectively and empatheticallyOwn and resolve customer issues efficiently, effectively and empatheticallyMandatory requirement for experienced candidates:Mandatory requirement for experienced candidates:Mandatory requirement for experienced candidates:
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.
Min. 24 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.Min. 24 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.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 OS (Windows XP-10), Browsers, MS Office suiteIntermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suiteIntermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)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.
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.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 Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S
Intermediate knowledge of Network collaborations & VPN T/SIntermediate knowledge of Network collaborations & VPN T/SIntermediate knowledge of Network collaborations & VPN T/S
- Basic networking knowledge
Basic networking knowledgeBasic networking knowledgeBasic networking knowledgeAdditional Preferred skills:Additional Preferred skills:Additional Preferred skills:
Additional Preferred skills:- PBX Administration Avaya or similar
PBX Administration Avaya or similarPBX Administration Avaya or similarPBX Administration Avaya or similar
- Anti-Virus & IT Security best practices implementation & administration
Anti-Virus & IT Security best practices implementation & administrationAnti-Virus & IT Security best practices implementation & administrationAnti-Virus & IT Security best practices implementation & administration
- Process compliance Knowledge of the ITIL Framework
Process compliance Knowledge of the ITIL FrameworkProcess compliance Knowledge of the ITIL FrameworkProcess compliance Knowledge of the ITIL Framework
- Knowledge of McAfee products
Knowledge of McAfee productsKnowledge of McAfee productsKnowledge of McAfee productsTime Management SkillsTime Management SkillsTime Management Skills
Time Management Skills- Being proactive and show the utmost respect for customer’s time
Being proactive and show the utmost respect for customer’s timeBeing proactive and show the utmost respect for customer’s timeBeing proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value
Good time management, ensuring all contacts with customers add valueGood time management, ensuring all contacts with customers add valueGood time management, ensuring all contacts with customers add value
Ability to MultitaskAbility to MultitaskAbility to MultitaskCommunication & Relationships SkillsCommunication & Relationships SkillsCommunication & Relationships Skills
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.
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.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.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.
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.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.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 & KnowledgeSkills & KnowledgeSkills & Knowledge
Skills & Knowledge- Communicate at all levels
Communicate at all levelsCommunicate at all levelsCommunicate at all levels
- Ability to work across organizational and professional boundaries
Ability to work across organizational and professional boundariesAbility to work across organizational and professional boundariesAbility to work across organizational and professional boundaries
- Excellent verbal and written communication skills
Excellent verbal and written communication skillsExcellent verbal and written communication skillsExcellent verbal and written communication skills
- High level of interpersonal skills, including active listening and understanding
High level of interpersonal skills, including active listening and understandingHigh level of interpersonal skills, including active listening and understandingHigh level of interpersonal skills, including active listening and understanding
- Good organizational skills and ability to prioritize workloads.
Good organizational skills and ability to prioritize workloads.Good organizational skills and ability to prioritize workloads.Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels
Work to tight deadlines / service levelsWork to tight deadlines / service levelsWork to tight deadlines / service levels
Business etiquetteBusiness etiquetteBusiness etiquette
- Broad knowledge of IT products, services and terminology
Broad knowledge of IT products, services and terminologyBroad knowledge of IT products, services and terminologyBroad knowledge of IT products, services and terminologyAptitudesAptitudesAptitudes
Aptitudes- Identification of problems and solutions
Identification of problems and solutionsIdentification of problems and solutionsIdentification of problems and solutions
Analysis of dataAnalysis of dataAnalysis of data
- Presentation of technical functionality to a non-technical audience
Presentation of technical functionality to a non-technical audiencePresentation of technical functionality to a non-technical audiencePresentation of technical functionality to a non-technical audience
- Working knowledge of MS Office products
Working knowledge of MS Office productsWorking knowledge of MS Office productsWorking 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.
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.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.
Ability to work as pat of a team or on own initiative.Ability to work as pat of a team or on own initiative.Ability to work as pat of a team or on own initiative.
Customer focusedCustomer focusedCustomer focused
ProactiveProactiveProactive
Self-MotivatedSelf-MotivatedSelf-Motivated
PatientPatientPatient
InnovativeInnovativeInnovative
FlexibleFlexibleFlexible• To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.• To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.• 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.• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.• 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.• 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.• 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 , first line support service to users.• To participate in an on call rota, providing , first line support service to users.• To participate in an on call rota, providing , 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.
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.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.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;
Update incidents with detailed and relevant information in a timely and effective manner;Update incidents with detailed and relevant information in a timely and effective manner;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;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;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;
Escalate an incident or troubleshoot tickets according to the company escalation processes;Escalate an incident or troubleshoot tickets according to the company escalation processes;Escalate an incident or troubleshoot tickets according to the company escalation processes;
- Ensure Customer Service Level Agreements are met or exceeded;
Ensure Customer Service Level Agreements are met or exceeded;Ensure Customer Service Level Agreements are met or exceeded;Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
Respond to customer enquiries in a timely and efficient manner;Respond to customer enquiries in a timely and efficient manner;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
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed formatEnsure appropriate documentation of the interaction on the customer’s account in the prescribed formatEnsure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
Execute transactions as per prescribed guidelines and timelinesExecute transactions as per prescribed guidelines and timelinesExecute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times
Ensure customer/user confidentiality and data protection at all timesEnsure customer/user confidentiality and data protection at all timesEnsure customer/user confidentiality and data protection at all timesEducation and other requirementEngineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.ITIL trained preferred Willingness to work in rotational shifts
Education and other requirementEducation and other requirementEducation and other requirementEducation and other requirementEducation and other requirement
- Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
ITIL trained preferredITIL trained preferredITIL trained preferred
- Willingness to work in rotational shifts
Willingness to work in rotational shiftsWillingness to work in rotational shiftsWillingness to work in rotational shifts
About UsInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
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