Technical Helpdesk

Infosys LTD•Franklin, WI

50d

About The Position

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.

Requirements

High School Diploma or GED Equivalent
Minimum of 12 months of working within a Service Desk environment

Nice To Haves

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

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 customer's account in the prescribed format