Senior Technical Support Executive (L1 Service Desk)

Role: - Technical Support Specialist (L1 Service Desk)Location: - MelbourneStatus – Permanent Full-Time role Rotational Shifts – 14*7 Coverage by the teamNOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
JOB DESCRIPTION: -Position SummaryProvide 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.
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.
Required skill set
Analytical and Problem solving skillsActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountabilityQuickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:Min. 24 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 OS (Windows XP-10), Browsers, MS Office suitePreferred ITIL Training/certificationsTicketing tool SNOW or Any other toolIntermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)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, EncryptionsIntermediate knowledge of Network collaborations & VPN T/SBasic networking knowledge
Additional Preferred skills:PBX Administration Avaya or similarAnti-Virus & IT Security best practices implementation & administrationProcess compliance Knowledge of the ITIL FrameworkKnowledge of McAfee products
Time Management SkillsBeing proactive and show the utmost respect for customer’s timeGood time management, ensuring all contacts with customers add valueAbility 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 levelsAbility to work across organizational and professional boundariesExcellent verbal and written communication skillsHigh level of interpersonal skills, including active listening and understandingGood organizational skills and ability to prioritize workloads.Work to tight deadlines / service levelsBusiness etiquetteBroad knowledge of IT products, services and terminologyAptitudes Identification of problems and solutionsAnalysis of dataPresentation of technical functionality to a non-technical audienceWorking knowledge of MS Office productsGeneral 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 focusedProactiveSelf-MotivatedFlexible
Job duties and 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. 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 formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all times
Education and other requirementEngineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.ITIL trained preferredWillingness to work in rotational shifts
ABOUT USInfosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. 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.Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com
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