Support Specialist -....
Support Specialist - INFOSYS
Posted on :
18-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2730626
Job Summary
We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. In this role you will be responsible for managing hardware activities for all GEO regions including coordination of hardware returns shipments replacements etc. Additionally you will provide customer support and service request enhancements with a main focus on providing access and permissions to systems and applications.
Job Roles and Responsibilities:
Act as the first point of contact for customers seeking howto assistance primarily through a ticketing system
Perform remote basic troubleshooting through diagnostic techniques and pertinent questions including standard IT networking and application issues
Service users via incident request and change management processes
Walk the customer through the problemsolving process. Communicate clearly. Update regularly on progress.
Direct unresolved issues to the next level of support personnel or to the right resolution groups.
Provide accurate information on IT products or services utilizing the documentation and processes in place.
Record your activities in the ticketing system in alignment with processes in place (ticket queue management and handling including proper ticket triaging prioritization customer updates as per existing SLA s etc.)
Proactively follow up on open cases in your queue escalating timely to management for guidance if required.
Identify suggest and engage actively in possible improvements to procedures.
Support actively ongoing documentation efforts building knowledge base articles.
Requirements
Able to work independently remotely from home and on company premises in Bangalore
Fluent in Spoken and Written English
Able to work EMEA & APAC office hours
Intermediate IT skills.
2 years experience working in an IT environment
Asset management experience.
Windows & MacOS operating system experience.
Knowledge of the ITIL reference model is preferable.
Benefits
Company Benefits:
Health insurance coverage for employees and their families.
Retirement savings plan with employer matching contributions.
Opportunities for professional development and advancement within the organization.
- Able to work independently, remotely from home and on company premises in Bangalore - Fluent in Spoken and Written English - Able to work EMEA & APAC office hours - Intermediate IT skills. - 2+ years experience working in an IT environment - Asset management experience. - Windows & MacOS operating system experience. - Knowledge of the ITIL reference model is preferable.
Employment Type
Full Time
Key Skills
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