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.
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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.