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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Rs 2.0 - 5 Lakh/Yr |
| Industry | BPO / Call Center |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
1) Role Designation: Process specialist - Service desk-SMERole Information JL 3APurpose of the RoleExecutes transactions as per prescribed timelines, reviews and validates the inputs from the processexecutives, supports the team lead in trainings, daily reviews and escalation resolution with theobjective to meet the SLA targets for the specific process within guidelines, policies and norms ofInfosys. Will support the onsite SPOC in all activities.Educational QualificationGraduate / Engineering or Technical Qualification PreferredLanguage RequirementFluent in spoken and written English. Able to converse and provide technical support in English throughvarious channels Calls, Emails & Live ChatMinimum Experience2 years. With experience in help desk/ service desk / tech supportAreas of Responsibility1. Transition Coordination Process definition & documentation2. Talent Management3. SLA Compliance4. Process Compliance5. Customer Interaction Escalation management6. Knowledge Management7. Process Re-engineering8. Provide support to TL in engagement activities like training, logistics, acting as SPOC, etcMinimum Technical Knowledge Required1. Platform: Windows, Linux2. Tools: Oracle EBS, Oracle IPM, Oracle OFR, Oracle ODC, Common Ticketing tools, Remote AccessTools, etc3. 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 andconsolidate 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 artifactsOther RequirementWillingness to work in rotational shiftsRegardsVeera-9071318133
Keyskills :
technicalsupport servicedesk ticketingtools