Senior Technical Process Executive

Infosys BPM; Mysuru; On-site; INR 250,000 - 420,000; Full time

Benefits offered by this job

Training programs

Office environment

Job summary

Infosys BPM is seeking a Service Desk professional to handle client issues via phone, chat and email from Mysuru. You will log incidents in ServiceNow/Remedy, perform basic troubleshooting across VPN, O365, Active Directory, and OS topics, and deliver dependable customer service in a 24x7, office-based setup.

The role requires strong communication, problem solving, and the ability to work in shifts from an office environment.

Qualifications

• Graduates with a customer service orientation and ability to work in shifts.
• Experience in ticketing environments is preferred.
• Willingness to work from office and adapt to US shift timings.

Responsibilities

• Attend/resolve client issues via calls, chat, and email.
• Utilize ticketing tools such as ServiceNow and Remedy to log and track issues.
• Provide basic troubleshooting for VPN, Office 365, AD, and network concepts.
• Support OS across platforms and assist with basic cloud computing questions.
• Demonstrate good communication and professional customer service.
• Work from office and be open to 24x7 shifts.

Skills

Excellent communication

Customer service mindset

Problem solving

Time management

Analytical thinker

Willingness to learn

Team collaboration

Adaptability

Education

Bachelor of Arts

Any Graduate

Tools

ServiceNow

Remedy

Control-M

Job description

Roles ResponsibilitiesService Desk JD

• Excellent communication skills to attend/resolve client issues on calls/chat/mail.
• Experience in using ticketing tools such as Service now, Remedy, control M will be added advantage
• Experience of resolving queries utilizing voice skill on any of VPN, Drivers, O365, driver installations, Active directory
• General support knowledge of Operating systems across various platforms and basic concepts of networking, cloud computing
• Productivity applications like Microsoft office tools.
• Open to work in 24*7 and work from office environment
• Analytical problem solvers who will understand issues and to resolve customer issues
• Problem solving skills and quick thinking to own resolve customersissues independently, thoroughly efficiently
• Being proactive and show the utmost respect for customers time
• Good time management, ensuring all contacts with customers add value
• Work from Office

Must to adhere and non-negotiables:

• Excellent in communication
• Need to work on US shift timings.
• Need to complete specific and dedicated training programs set by the client.
• 24*7 , flexible shifts
• 100% WFO , no hybrid

Preferred Qualifications: Any Graduate

Educational RequirementBachelor of Arts

Preferred SkillsCustomer Service

Service LineBPO Service Line