Service Desk
3 semanas atrás
Infosys Brazil is looking for professionals with the profile of Service Desk to join our team.
Responsibilities- Min. 18-24 months’ work experience in the customer service field.
- Excellent communication skills.
- Understand and perform job duties and responsibilities related to service desk functions.
- Improve customer confidence by being empathetic to the needs of a variety of new and experienced learners.
- Help to implement and improve processes and procedures within the team to enable strong service-focused deliverables.
- Actively resolve customer queries within agreed processes in a professional and customer-sensitive manner.
- Participate in an on-call rota, providing 24-hour, first-line support to users.
- Handle escalations and disputes effectively to resolve customer queries.
- Ensure Customer Service Level Agreements are met or exceeded.
- Respond to customer enquiries in a timely and efficient manner.
- Document interactions 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 requirements: Graduate in any discipline.
- Willingness to work in rotational shifts.
- Problem solving and dispute resolution skills.
- Dispute handling and conflict resolution skills.
- Time management skills and the ability to multitask.
- Proactive approach with respect for customer’s time and value in every contact.
- Deliver a first-line support service via the Service Desk, receiving incidents and service requests from multiple channels (telephone, web tickets, chat, email).
- Provide advice to end users on IT-related areas and share knowledge within a team to improve performance.
- Active listening and questioning with attention to detail to determine root cause and prevent repeat contacts.
- Analytical problem-solving skills to understand issues, evaluate solutions, and resolve issues with colleagues.
- Ability to own and resolve issues independently, quickly and thoroughly.
- Ownership and accountability in handling customer issues.
- Ability to quickly build trust and confidence with customers.
- Ability to own and resolve customer issues efficiently, effectively and empathetically.
- Type of work: CLT, Flexible hours.
- Benefits package: Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
- Career: Global work on national and international clients and/or projects; possibility of international career movement.
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience, we manage the systems and workings of global enterprises and steer clients through their digital journey by enabling the enterprise with an AI-powered core that prioritizes change and agile digital at scale to deliver performance.
EEOInfosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
Seniority level- Entry level
- Full-time
- Information Technology
- IT Services and IT Consulting
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