Job details

Country

Mauritius

State / Region / Province

Mauritius

Work Location

Mauritius

Domain

Delivery

Interest Group

Infosys Limited

Skills

Process|Maintenance and Production Support process|Finacle Product Support process

Company

ITL Mauritius

Requisition ID

124383BR

Job description

Role Designation

Technical Support Specialist
Position Summary
Provide 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 suiteIntermediate 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 SkillsTo 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 terminology
Aptitudes
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-MotivatedPatientInnovativeFlexible


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.To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.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 formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all times

Education and other requirement



language Proficiency Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.ITIL trained preferredWillingness to work in rotational shifts French