Senior Process Associate â Technical Helpdesk
Senior Process Associate â Technical Helpdesk
Posted on :
08-06-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
08-06-2025
Job Description
Process Specialist Technical Helpdesk
Location: Franklin WI
Job Description:
Provide 1st level technical support service restoration fulfillment of service request and advice to users ensuring the maximum availability performance and utilization of knowledge and information systems. Follow a systematic disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions via the Service Desk receiving incidents and service requests from various routes including telephone web tickets chat and email.
Responsibilities:
Basic Qualifications:
Preferred Qualifications:
Who We Are
Infosys BPM Limited a wholly owned subsidiary of Infosys Limited (NYSE: INFY) provides end-to-end transformative business process management (BPM) services for its clients across the globe. The companys integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks ongoing productivity improvements process reengineering automation and cutting-edge technology platforms Infosys BPM enables its clients to achieve their cost reduction objectives improve process efficiencies enhance effectiveness and deliver superior customer experience.
Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents with 58702 employees from 110 nationalities as of December 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies and associations like the Outsourcing Center SSON and GSA among others. Infosys BPM also has very robust people practices as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice on the basis of its industry leading HR best practices. The companys senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race color religion sex sexual orientation gender identity national origin protected veteran status spouse of protected veteran or disability.
Location: Franklin WI
Job Description:
Provide 1st level technical support service restoration fulfillment of service request and advice to users ensuring the maximum availability performance and utilization of knowledge and information systems. Follow a systematic disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions via the Service Desk receiving incidents and service requests from various routes including telephone web tickets chat and email.
Responsibilities:
- To improve user confidence in the user of computer software being empathetic to a variety of new and experienced learners needs
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables
- Actively troubleshoot to identify assess record resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit within agreed processes and in a professional and customer sensitive manner
- To deliver a first line support service via the Service Desk receiving incidents and service requests from various routes including telephone intranet and email
- 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 customers account in the prescribed format
Basic Qualifications:
- High School Diploma or GED Equivalent
- Minimum of 12 months of working within a Service Desk environment
Preferred Qualifications:
- Willingness to work in rotational shifts
- Willingness to work in a 24/7 environment
- Understanding of ITIL working practices
- Problem solving associated with a mixed computing environment
- 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 Business
- Experience 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 Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S TCP/IP OSI Network devices and carriers
- Basic networking knowledge
Who We Are
Infosys BPM Limited a wholly owned subsidiary of Infosys Limited (NYSE: INFY) provides end-to-end transformative business process management (BPM) services for its clients across the globe. The companys integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks ongoing productivity improvements process reengineering automation and cutting-edge technology platforms Infosys BPM enables its clients to achieve their cost reduction objectives improve process efficiencies enhance effectiveness and deliver superior customer experience.
Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents with 58702 employees from 110 nationalities as of December 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies and associations like the Outsourcing Center SSON and GSA among others. Infosys BPM also has very robust people practices as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice on the basis of its industry leading HR best practices. The companys senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race color religion sex sexual orientation gender identity national origin protected veteran status spouse of protected veteran or disability.
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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