Service Desk Senior Process Executive
Infosys BPM Philippines
Bonifacio Global City (BGC), PH
2d ago
source : Bossjob

Are you ready to make an impact? Join Infosys BPM as a Service Desk Senior Process Executive and jumpstart your career!

Required to support Service Desk Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support.

They will also be required to assist with managing escalated user issues and creation of updates to process the procedure documentation as required.

Key Responsibilities :

  • Responsible for providing the first line of telephone, chat, e-mail, self-service / web portal help desk support of hardware, systems, sub-systems and / or applications and infrastructure for users.
  • Answers simple to complex questions about installation, operation, configuration, customization and usage of assigned products.
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Escalates complex problems to higher level within organization.
  • Key Requirements :

  • Bachelor's degree graduate, any field.
  • Must have at least 18 months BPO experience in doing technical support or service desk.
  • Working knowledge on Windows, Mac, ITSM, Network, Application and Infrastructure.
  • Experience on Ticket Analysis and understanding issue trends.
  • Excellent interpersonal, communication and analytical skills.
  • Ability to multi-task in a fast pace environment and must be willing to work on shifting schedules.
  • Why Infosys :

  • Quarterly performance bonus.
  • 15% Night Differential.
  • Outstanding career development opportunities and fast track career progression.
  • Enjoy a fair work-life balance.
  • HMO and Life Insurance for employee and 2 dependents for free.
  • 24 Leaves annually.
  • Inside the Central Business District area.
  • Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.
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