Service Desk Technician

| | | | --- | --- | | Service Desk Technician   <br>Senior Process Associate  <br>Plano, TX  <br>  <br>Job Description: | | | | | | Infosys is seeking a skilled, dedicated and proactive Senior Process Associate    with strong interpersonal and technical skills to operate in an enterprise. The candidate will be part of 1st level technical support. Provide 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 as per prescribed timelines. <br>Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews, and escalation handling. <br> <br> Required skills:<br><br>- Knowledge of Customer care operations<br>- Excellent verbal and written communications<br>- Strong decision making and analytical ability<br>- Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools<br><br> <br>Qualifications Basic: <br><br>- High School Diploma or GED equivalent<br>- At least 1 year of relevant work experience   <br><br> <br> Qualifications Preferred:<br><br>- Min. 1 year of experience in working in Service Desk/Tech support process providing remote support for Laptops/ Desktops / LAN Issues / Application support etc.<br>- Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite<br>- Advance knowledge of ServiceNow Knowledge/Reporting<br>- Advance knowledge of Any type of IVR/phone system / Active Directory O365/exchange Identity vault manager Azure<br>- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions<br>- Intermediate knowledge of Network collaborations & VPN T/S<br>- Intermediate Networking knowledge<br>- Familiarity with RDC (Remote Desktop Connection)<br>- Familiarity with SOX Compliance / Audit experience<br><br> <br> <br>Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise). <br> <br>The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. <br> <br>COVID-19 Considerations: <br>Vaccination required. <br>Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place. <br> <br> <br>Work Onsite: <br>This role is based out of Plano, TX and is working fully onsite. <br> <br>About Us <br>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 company’s 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. <br>Infosys BPM has 35 delivery centers in 14 countries spread across 5 continents, with 53,515 employees from 125 nationalities, as of June, 2022. <br>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 company’s senior leaders contribute widely to industry forums as BPM strategists. <br>EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality |