Senior Technical Support Executive

Job Description
Role Designation
Senior Technical Support Executive
Position Summary
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 as per prescribed timelines.
Required skill set
Analytical and Problem-solving skills

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues

Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

Display ownership and accountability

Quickly build trust and confidence with customer

Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:

12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

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

Time Management Skills

Being proactive and show the utmost respect for customer’s time

Good time management, ensuring all contacts with customers add value

Ability to Multitask

Communication & Relationships Skills

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.

Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Skills & Knowledge

Communicate at all levels

Ability to work across organizational and professional boundaries

Excellent verbal and written communication skills

High level of interpersonal skills, including active listening and understanding

Good organizational skills and ability to prioritize workloads.

Work to tight deadlines / service levels

Business etiquette

Broad knowledge of IT products, services and terminology

Aptitudes

Identification of problems and solutions

Analysis of data

Presentation of technical functionality to a non-technical audience

Working knowledge of MS Office products

General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

Ability to work as pat of a team or on own initiative.

Customer focused

Proactive

Self-Motivated

Patient

Innovative

Flexible

Job duties and 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 participate in an on call rota, providing a 24 hours, first line support service to users.

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

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 customer’s account in the prescribed format

Execute transactions as per prescribed guidelines and timelines

Ensure customer/user confidentiality and data protection at all times

Education and other requirement

Experience (12-18 Months)

Willingness to work in rotational shifts

Experience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

Understanding of ITIL working practices

Problem solving associated with a mixed computing environment.

Role Designation
232ASTLPRE Senior Technical Process Executive
Interest Group
Infosys Limited
Role
Process Executive
Company
ITL Mauritius
Skillset
Process|Maintenance and Production Support process|Finacle Product Support process

Infosys