Technical Helpdesk

Process Specialist - Technical Helpdesk
Location: Franklin, WI

Job Description:
Provide 1 st 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.

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

Basic Qualifications:

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

Preferred Qualifications:

• 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

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 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

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.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.