Infosys Freshers Recruitment | Service Desk (Voice & Non Voice) | Bangalore

Infosys BPM Freshers Recruitment in Bangalore For Service Desk (Voice & Non Voice). Any Graduates are eligible to apply for this job. More details regarding Infosys BPM Bangalore Freshers Job Openings is given below.

Company Name: Infosys BPM Limited

Job Location: Bangalore

Job Category: BPO

Job Position: Service Desk (Voice & Non Voice)

Experience: Freshers

Qualification: Any Graduation

Job Description:

• Infosys BPM is hiring for freshers – Service desk (Voice & Non Voice) in Bangalore location.
• Role Designation: Process Executive – Service Desk.
• Shift: Rotational Shifts.
• Freshers with basic knowledge in Service Desk/ Tech support process / Cloud Computing Process.
• Excellent communication skills C1 equivalent proficiency.
• Displays excellent customer service skills and capabilities.
• Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Provide customer facing bug progress summary using available tools and platforms.
• Handle escalations raised by customers and partners.
• Handle consults from the lower tier to assist in case resolution.
• Good presentation and client Interfacing skills.
• Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects.
• Confidently communicates current performance and improvement ideas with client.

Job Responsibilities:

• Actively troubleshoot to identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes
• To participate in an on call Rota, providing a 24 hours, first line support service to users.
• Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Provide customer facing bug progress summary using available tools and platforms.
• Handle escalations raised by customers and partners.
• Handle consults from the lower tier to assist in case resolution.
• Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects.
• Confidently communicate current performance and improvement ideas with client.

Technical Skills:

• Basic knowledge of cloud computing and types of cloud computing.
• Basic Knowledge of Mail server settings IMAP , POP and SMTP.
• Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC.
• Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME.
• Experience in working on Active Directory.
• Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol).
• Basic knowledge if SSON (Single Sign On).
• Basic knowledge of API (Application-Programming Interface).
• Intermediate knowledge of Prevention of Spam, Phishing and Malware.
• Intermediate knowledge of T/S Small Forms (iOS, Android, Windows).
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business.
• 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, TCP/IP, OSI, Network devices and carriers.
• Basic networking knowledge.

Other Requirements:

• Willingness to work in rotational shifts.
• 24X7 operations.
• Flexible with Weekly Offs.

How To Apply:

• Apply For This Job

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