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Senior Technical Process Executive

0.00 to 1.00 Years   Pune   04 Jan, 2024
Infosys Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    To improve user confidence in the user of computer software, 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 participate in an on call rota, providing a 24 hours, 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.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;Respond to customer enquiries in a timely and efficient manner;Ensure appropriate documentation of the interaction on the customer s account in the prescribed formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all times,

Keyskills :
customer relationssalesinsurancequalityslaservice deskservice levelservice focusedcustomer servicesoftwareintranetlearnersenquiriesprotectionagreementsescalationmilestonesdocumentationconfidentiality

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