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Senior Technical Process Executive

0.00 to 1.00 Years   Pune   26 Feb, 2024
Infosys Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    12-24 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 Small Forms (iOS, Andrioid, 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 BusinessExperience 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, EncryptionsIntermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.Basic networking knowledge 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 relationssalesinsurancequalityslams office suitems officeservice deskservice levelremote supportnetwork devicescustomer servicelanvpnictosibasicforms

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