Service Desk Agent

Position Overview

The Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore office.

Key Responsibilities

Technical Support

• Handle Tier 1 help desk queries through the internal ticketing system and international voice calls.
• Troubleshoot basic IT issues, including password resets, file/folder access, Windows administration, and internet connectivity.
• Escalate complex issues to Tier 2 support or relevant IT specialists.

Customer Interaction

• Provide exceptional customer service to global users via voice, email, and chat.
• Communicate technical solutions clearly to users with varying technical knowledge levels.
• Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.

Documentation and Compliance

• Document all troubleshooting steps and create knowledgebase articles for common issues.
• Ensure compliance with IT policies, including password management and data protection.
• Maintain records of tickets and follow documentation standards for IT operations.

Operational Efficiency

• Minimize downtime impact on users by efficiently resolving issues and maintaining clear communication during unscheduled downtimes.
• Support continuous improvement by identifying trends in recurring issues and suggesting proactive solutions.

Team Collaboration

• Interact regularly with IT management for updates on operational activities.
• Collaborate with team members to assess support needs and improve processes.

Requirements

Experience and Skills

• 3–4 years of experience in customer service or a help desk environment, with international voice support experience.
• Strong command of English and excellent verbal and written communication skills.
• Hands-on experience with IT troubleshooting in areas such as password management, Windows administration, and basic networking.
• Familiarity with ticketing systems and standard IT operating procedures.

Attributes

• Ability to work in 24x7 shifts, including weekends and holidays.
• Strong problem-solving and multitasking skills.
• Customer-oriented approach with the ability to manage high-pressure situations effectively.