Service Desk Analyst | Pioneer Account

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Responsible for providing the first level of telephone, chat, email, self-service/web portal support of hardware, systems, sub-systems and/or applications and infrastructure for users. Manages end to end support for Incidents and Service Requests. 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 issues to higher level of support.
• The L1 Analyst is required to support Service Desk clients and the contractual service level through prompt responses, high level customer service and technical first contact support. They are also required to clearly articulate customer requirements and interact with different support teams and third-party service providers.
• Attends to service desk calls, emails, chats or self-service tickets on technical / process related issues and provide support / assistance to customers.
• Creates and resolves incidents / service request with complete and accurate documentation.
• Follows all predefined procedures to meet SLA targets and to ensure that the performance parameters are met.
• Efficiently resolves query/issue as per SOPs. Follows escalation process to L2/L3 for issues not within the scope of support.
• Responds to and resolve customer requests, relating to software, hardware, network operations, applications and infrastructure by providing fast, efficient and friendly customer service.
• Keep users aware of resolution steps and update, providing end to end ownership of owned tickets.
• Assists in cross training and communicate quick fixes.
• Creates SOPs or provide knowledge improvement feedback to SMEs.

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience
• Minimum of 13 months of BPO experience, including at least 12 months of Service Desk experience.
• Must have basic knowledge of overall SD processes
• Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom.
• Shows basic awareness of the client business and key processes to relate own area of work to client outcomes.
• Shows working knowledge of individual task- oriented BPO business / operations process and tools like Service Now, Active Directory, etc. to comply with defined processes.
• Demonstrates basic understanding of the data elements (transaction level details, SLA parameters at the individual level) required to support timely and accurate processing and reporting.
• Demonstrates basic understanding of performance measures requirements in his/her own area of work to deliver as per expected performance standards.
• Exhibits basic understanding of risk identification principles to identify risks and liabilities associated with his/ her area of work and eliminate the impact.
• Comes up with new ideas to improve his/her own work area, identifies personal learning goals, leverages formal as well as informal learning mechanisms and prioritizes learning. Experiments with new ways in own area of work of doing things; extracts appropriate learning from a failure. Constantly looks at doing things better to enhance own output.
• Seeks to understand customer needs and builds credibility with the customer by providing inputs on solutions. Integrates client feedback and delivers according to agreed specifications and timelines to ensure highest level of client satisfaction. Proactively identifies red flags in own work output and escalates them to the manager for immediate action.
• Structures thoughts, uses simple words and is proficient in the English language, listens attentively and asks questions to seek clarity for oneself. Communicates with conviction and is confident to share own point of view in team meetings.
• Breaks down the problem into its constituent parts to get a better understanding of issues. Evaluates the available solution options while solving problems.
• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages
• With no issues and concerns working on night shifts, shifting schedules and split offs as necessary, working on holidays and weekends

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines