Technology Support Specialist

Infosys BPM Ltd.; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Infosys BPM Ltd. is seeking a Service Desk Associate to be the first point of contact for end users. You will handle calls, chats, and emails related to IT incidents and service requests, requiring strong communication and customer service skills.

Role involves support for Windows OS, MS Office, and network basics, with ITSM tools like ServiceNow or Remedy. It requires 1-3 years of experience, graduate, and willingness to work in a 24x7 rotational shift from Hyderabad.

Qualifications

• 1-3 years of experience in a technical support or service desk environment.
• Basic understanding of IT infrastructure, Windows OS, MS Office, and network fundamentals.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent is an advantage.

Responsibilities

• Provide support for common IT issues such as password resets, access requests, and system troubleshooting.
• Escalate complex incidents to the appropriate support teams as per defined procedures.
• Monitor and follow up on open tickets to ensure timely closure within agreed SLAs.
• Maintain accurate documentation of incidents, resolutions, and user communications.
• Ensure adherence to quality, security, and compliance standards.
• Participate in 24x7 rotational shifts, including weekends and holidays, as part of global service delivery operations.
• Contribute to knowledge base updates and continuous improvement of support processes.

Skills

Customer service

Communication skills

Problem solving

Multi-language proficiency

Education

Graduate

Tools

ServiceNow

Remedy

Job description

Job Description

Experience: 1-3 Yrs

Location : Hyderabad STP

Shift: Rotational Shift

Work Mode : Work from Office

CUSTOMER ROLE TARGET ORG CHART: SERVICE DESK

Year of experience: 1-3 years

Role Summary

We are looking for an energetic and customer-focused Service Desk Associate to join our IT Service Desk team. The ideal candidate will be the first point of contact for end users, responsible for handling calls, chats, and emails related to IT incidents and service requests. The role requires excellent communication skills, a strong customer service attitude, and basic technical knowledge to ensure timely and effective issue resolution.

Key Responsibilities

• Provide support for common IT issues such as password resets, access requests, and system troubleshooting.
• Escalate complex incidents to the appropriate support teams as per defined procedures.
• Monitor and follow up on open tickets to ensure timely closure within agreed SLAs.
• Maintain accurate documentation of incidents, resolutions, and user communications.
• Ensure adherence to quality, security, and compliance standards.
• Participate in 24x7 rotational shifts, including weekends and holidays, as part of global service delivery operations.
• Contribute to knowledge base updates and continuous improvement of support processes.

Required Skills & Experience

• 1-3 years of experience in a technical support or service desk environment.
• Basic understanding of IT infrastructure, Windows OS, MS Office, and network fundamentals.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent is an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and customer-handling abilities.

Key Competency

1. Prior exposure to customer service or technical support roles.
2. Multi-language proficiency will be an added advantage.

Certifications

• ITIL Foundation certification (preferred but not mandatory).

Educational Requirement

Graduate

Preferred Skills

TSO->Cluster 1

Service Line

BPO TSO

Roles & ResponsibilitiesRequired Skills & Experience: