Team Leader - Service Desk

☞ Infosys Limited

View: 103

Update day: 06-05-2024

Location: Pune Maharashtra

Category: High Technology Information Technology Mechanical / Technical Pharmaceutical / Chemical / Biotech Maintenance Executive management Serving / Cleaner / Maids PG / PB / Reception Event Education / Training

Industry: Information Technology

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Job content

Educational Requirements Graduate
Purpose of the Role Prepares the service quality plan, manages team, ensures process compliance, resolution of escalations, knowledge management compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and within guidelines, policies and norms of Infosys Educational Qualification Graduate / Engineering or Technical Qualification Preferred Language Proficiency Fluent in spoken and written English. Able to converse and provide technical support in English. Minimum Experience 4 years. With experience in handling helpdesk / service desk operations Areas of Responsibility 1. Transition Coordination – Process definition & documentation, SOW/Metric determination, Process Training & Certification 2. Operations – Resource Planning, manpower training 3. Quality Planning (QC / QA) – comprehensive quality program for engagement 4. Performance Planning 5. Talent Management 6. SLA Compliance 7. Process Compliance 8. Customer Interaction 9. Work Allocation 10. Governance Compliance 11. Knowledge Management 12. Process Re-engineering 13. Resource optimization 14. C Sat Process 15. Audits and Compliance Minimum Technical Knowledge Required 1. Platform: Windows, Linux 2. Tools: Ticketing tools – common ones including Service Now, BMC Remedy, etc, Remote Access Tools 3. Help Desk personnel minimum qualifications: • Understanding of common computer hardware • Understanding of common technical terminology • Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access) • Basic Operating System knowledge (Apple and Windows 7,8 and 10) • Knowledge of various mobile devices (Apple, Android, Windows) • Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools • Ability to validate, whet and also contribute to the knowledge base with appropriate knowledge artifacts • Identify opportunities for automation, operational excellence and best practice sharing
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Customer Service->Technical Voice
Work Experience 4
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Deadline: 20-06-2024

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