Technical Support Agent

vor 3 Wochen


Dusseldorf, Deutschland Infosys BPM Vollzeit

Infosys BPM is hiring for "Technical Support/Agent L1 "


Location: Dusseldorf, Germany

Experience: Freshers & 1-2 years

Language compulsory: German C1

Shift: Rotational

Qualification: Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required


Profile 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 Sets

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

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
  • Basic knowledge of OS (Windows XP-10), Browsers, MS Office suite
  • Basic knowledge of Software, antivirus and peripherals installations
  • 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 part of a team or on own initiative.
  • Customer focused
  • Proactive
  • Self-Motivated
  • Patient
  • Innovative
  • Flexible


Roles & Responsibilities

  • To improve user confidence in the areas of computer hardware & software, applications, 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



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