Process Specialist

Help Desk Analyst
Process Specialist

The Help Desk Analyst is responsible for handling all field operation needs relating to facility maintenance, guest services, point-of-sale software and hardware, and financial reporting applications/communications to ensure in-store business continuity. Responsibilities include phone support, equipment troubleshooting, process training, and dispatching of additional on-site support.

Responsibilities:

• Provide immediate assistance by phone for IT-related application or hardware failures
• Provide first-level phone support of facility maintenance issues
• Track and follow-up on exiting or repetitive trouble tickets
• Enter all field issues into call tracking software complete with troubleshooting steps and additional information and dispatch, as applicable
• Provide exceptional customer service to our guests and team members
• Perform additional duties as assigned

Basic Qualifications:

• HS Diploma, GED or equivalent
• Minimum 2 years Help Desk / Call Center experience
  

Preferred Qualifications:

• Superior Customer Service Skills
• POS - Point to Sale Help Desk experience
• Clear Communication skills
• Team-oriented approach
• High-level computer knowledge in both hardware and software
• Advanced networking skills

Who We Are:
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. 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.