Service Desk role-Team Lead

Service Desk role-Team Lead

Infosys BPM Limited
Bengaluru / Bangalore
4 - 6 Years
Not Specified

Job Description

Mega Walk-in Drive for Service Desk role- Team Lead on 23 Jan 2020 ( Thursday) at JP Nagar, Bangalore

Walk-in Interview Details:
Interview Date:
23 Jan 2020 (Thursday)
Interview Timings: 10AM – 12 PM
Referred by: DS-Sneha

Interview Venue Details:
Infosys BPM Ltd
#785, Ground Floor Axis Sai Jyoti
15th Cross 100 Feet Road
Sarakki, 1st Phase J P Nagar
Landmark – Sindhuri Convention Hall.
Contact Person: Ram

Please find below job description for your reference:

Job Location: BCIT, Bangalore
Shifts : Flexible for 24/7 shifts
Experience : 4-6 Yrs

Minimum Experience
4 years. With experience in handling helpdesk / service desk operations
Purpose of the Role
Prepares the service quality plan, manages team, ensures process compliance, resolution of escalations, knowledge management compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and within guidelines, policies and norms of Infosys
Educational Qualification
Graduate / Engineering or Technical Qualification Preferred
Language Proficiency
Fluent in spoken and written English. Able to converse and provide technical support in English.
Areas of Responsibility

1. Transition Coordination – Process definition & documentation, SOW/Metric determination, Process Training & Certification
2. Operations – Resource Planning, manpower training
3. Quality Planning (QC / QA) – comprehensive quality program for engagement
4. Performance Planning
5. Talent Management
6. SLA Compliance
7. Process Compliance
8. Customer Interaction
9. Work Allocation
10. Governance Compliance
11. Knowledge Management
12. Process Re-engineering
13. Resource optimization
14. C Sat Process
15. Audits and Compliance
Minimum Technical Knowledge Required

1. Platform: Windows, Linux
2. Tools: Ticketing tools – common ones including Service Now, BMC Remedy, etc, Remote Access Tools
3. Help Desk personnel minimum qualifications:
• Understanding of common computer hardware
• Understanding of common technical terminology
• Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access)
• Basic Operating System knowledge (Apple and Windows 7,8 and 10)
• Knowledge of various mobile devices (Apple, Android, Windows)
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
• Ability to validate, whet and also contribute to the knowledge base with appropriate knowledge artifacts
• Identify opportunities for automation, operational excellence and best practice sharing
The candidate should carry below mentioned documents in Original:

• Carry print out of this email along with your update resume
• Carry all your educational and Employment documents
• 2 Color Passport Size Photographs
• ID Proof – Pan Card, Driving License, Voters ID, and Passport. AADHAAR CARD-Mandatory
Also refer friends, if profile matches the requirement, ask them to walk-in directly to the venue, ask them to mention DS-Sneha on top of their resume!!


• Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
Thanks & Regards,
Sneha B
Recruiter| Talent Acquisition-India|Infy HR

Job Details

Infosys BPM, the business process management subsidiary of Infosys, was set up in April 2002. Infosys BPM provides integrated outsourcing and transformation services. It is headquartered in Bengaluru, India.

About Recruiter



Functions : IT

Industries : ITES/BPO, IT/Computers - Software

Skills/Roles I hire for: All IT & Non IT

level Hiring For: Junior Level, Mid Level, High Level, Top Management

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