Good time management, ensuring all contacts with customers add value.Being proactive and show the utmost respect for customer’s time.Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently.Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues.Knowledge on basic concepts of networking.General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.At least 1 year of relevant work experience.Ensure customer/user confidentiality and data protection at all times.Ensure that performance parameters are met to meet SLA targets.Execute transactions as per prescribed guidelines and timelines.Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.Effectively resolve L1 helpdesk queries as per deliverables outlined.Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.Technical knowledge/expertise to support technical help related queries and trouble shooting.Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews, and escalation handling. Provide 1st measure analysis of issues and inputs for problem management. Executes transactions as per prescribed timelines.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Provide service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. The candidate will be part of 1st level technical support. Infosys is seeking a skilled, dedicated and proactive Senior Process Associate with strong interpersonal and technical skills to operate in an enterprise.
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