Job Description
Infosys BPM Ltd is hiring for Service desk on 2nd & 3rd Jan 2020 for Bangalore
Reference:"DS-Mythri"(mention on top of your CV before submit your candidature)
Please ask your friends /Colleagues also to walk for the drive if their profile matches the requirement
Interview details:
Date: 2nd & 3rd Jan 2020
Time: 10AM to 1PM
Venue: Infosys BPM Ltd., No.785 ,
Ground Flr, Axis Sai Jyoti, 15th Cross Road,
Outer Ring Rd, Sarakki,1st Phase, JP Nagar metro station, Bengaluru,
Karnataka 560078
POC: Ramya
Job Description:
Experience: 2-4 years
Education: Any Graduate (fulltime)
Location of Posting: Bangalore
Shift Model: Need to be flexible with shifts
Skill 1) MIS Analyst (CS / L1 helpdesk)
Position Summary
- Analyze and report on all aspects of day-day operations
- Role involves the ability to download, collate, analyze, pull up trends and highlight key performance metrics
- Reports have to daily, weekly, monthly and quarterly
- Trend Analysis to be conducted with key observations, highlights, lowlights
- Understanding of commercials P&L
Required skill set
Technical Skills -
- Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process/ Customer Service Process) including at least one year as a MIS analyst
- General knowledge of Operating systems across various platforms, general reporting applications like MS excel, MS Powerpoint, MS Access, Tableau, other reporting tools
- Awareness of process excellence, operational excellence and quality
- Willingness to work on multiple projects and also periodically set and achieve stretch goals
General Skills-
- Good verbal and written communications
- Strong decision making and analytical ability
- Effective presentation creation skills
Job duties and responsibilities
- Collect, collate and analyze performance data on all metrics, SLAs, KPIs, attrition, etc
- Both detailed reports with sub-metric drill downs and also summary dashboards have to be published
- Ad-Hoc reports on a need-as basis
- Highlight key areas of concern through trend analysis and root cause analysis
- Ensure 100% accuracy and timeliness of all deliverables
- Data preservation in an appropriate and easily accessible format
- Commercials BE reporting. P&L reporting and analysis. Analysis of key commercial aspects including GMs, OMs, etc.
Skill 2) SME Service desk
Position Summary
- Provide advance level technical support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.
- Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling
- Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.
- Supports the team lead in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys.
- Supports the service desk agents by handling escalated tickets and coach them to improve their user handling skills
Required skill set
General Knowledge & Skills
- Good analytical ability and excellent communication skills
- An eye for detail to determine the root cause of an issue, to identify methods to avoid repeat contacts
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
- Comfortable in engaging the client on discussion about current performance and improvement ideas
- Experienced in a coaching role
- Displays superb customer service skills and capabilities
Technical Knowledge & Skills
- 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Advance knowledge of T/S Small Forms (iOS, Android, Windows)
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S
- Intermediate Networking knowledge
- Familiarity with RDC (Remote Desktop Connection
Job duties and responsibilities
- Transition Coordination Process definition & documentation
- Process & SLA Compliance
- Customer Interaction Escalation management
- Knowledge Management
- Identify Process Re-engineering/transformational opportunities and participate in the initiatives
- Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc.
Education and other requirement:
- Minimum experience of 2 years with relevant experience in service desk
- Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
- ITIL trained preferred
Skill 3) Process specialist Service desk
Purpose of the Role
Executes transactions as per prescribed timelines, reviews and validates the inputs from the process executives, supports the team lead in trainings, daily reviews and escalation resolution with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys. Will support the onsite SPOC in all activities.
Educational Qualification
Graduate / Engineering or Technical Qualification Preferred
Language Requirement
Fluent in spoken and written English. Able to converse and provide technical support in English through various channels Calls, Emails & Live Chat
Minimum Experience
2 years. With experience in help desk/ service desk / tech support
Areas of Responsibility
- Transition Coordination Process definition & documentation
- Talent Management
- SLA Compliance
- Process Compliance
- Customer Interaction Escalation management
- Knowledge Management
- Process Re-engineering
- Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc
Minimum Technical Knowledge Required
- Platform: Windows, Linux
- Tools: Oracle EBS, Oracle IPM, Oracle OFR, Oracle ODC, Common Ticketing tools, Remote Access Tools, etc
- Other minimum requirements:
- Understanding of common computer hardware
- Understanding of common technical terminology
- Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access)
- Team member participates on the AITC Disaster Recovery team.
- Displays superb customer service skills and capabilities
- Basic Operating System knowledge (Apple and Windows 7,8,10)
- Knowledge of various mobile devices (Apple, Android, Windows)
- Formulate gathered unstructured information to a formal requirement
- Good analytical ability
- Ability to navigate common user interface elements
- Good listening skills - ability to understand ambiguous information, probe and consolidate into useable data
- Communicate to the user in a language, the user is most comfortable with
- Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
- Ability to contribute to the knowledge base with appropriate knowledge artifacts
Skill 4) Quality Analyst - Service desk
Position Summary
- Conduct process audits, deploy designed processes, analyze and report performance on quality
- Support and implement de-risking plans for the process
- Share and document best practices
- Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery
- Monitor transactions and calls for compliance and highlight any failures to the team concerned
- Provide feedback to the agents, based on the findings of the monitoring
- Participate in calibration processes with clients
Required skill set
Technical Skills -
- General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
- Awareness of the concepts of computer and mobile hardware (Specific to L1)
- Ability/having experience on reporting including on tools like Avaya/Cisco
- Desired/Preferred skills - Yellow Belt Green Belt certified. Experience in successfully completing six sigma projects in a similar environment
- Experienced in process excellence, operational excellence and transactional quality
- Willingness to work on multiple projects and also periodically set and achieve stretch goals
General Skills-
- Exceptional verbal and written communications
- Strong decision making and analytical ability
- Able to negotiate, good presentation skills and Client Interfacing
Job duties and responsibilities
- Collect, collate and analyze performance data on quality
- Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs
- Highlight key areas of improvement and prepare action plans specific to each area
- Create huddle packs based on the RCAs completed
- Create and implement sampling plan, conduct calibration session and feedback session
- Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances
- Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement
- Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations
- Report and track implementation of corrective actions to ensure process continuity and stability
- Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness
- Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders
- Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs
Education and other requirement
- Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor
Disclaimer:
Laptop or any electronic device is not permitted with campus
Original Government ID card is must for Security Clearance
Regards,
Mythri
Sr. Recruiter | Talent Acquisition Team
Infosys BPM Ltd
Employement Category:
Employement Type: Full time
Industry: IT - Software
Role Category: Networking
Functional Area: Not Applicable
Role/Responsibilies: Infosys BPM Ltd is hiring for Service desk for
Contact Details:
Company: Infosys
Location(s): Bengaluru