Technical Helpdesk

Infosys Limited; Franklin (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

A global technology company in Franklin, WI is seeking a Process Specialist for Technical Helpdesk. This role involves providing first-level technical support, service restoration, and handling service requests. Ideal candidates will have experience in a Service Desk environment, excellent problem-solving skills, and a High School Diploma or GED. The position requires rotational shifts and offers opportunities to improve processes while ensuring customer satisfaction.

Qualifications

• Minimum of 12 months experience in a Service Desk role.
• Understanding of ITIL practices.
• Willingness to work in a 24/7 environment.

Responsibilities

• Provide first line support via the Service Desk.
• Actively troubleshoot and resolve incidents.
• Ensure documentation of customer interactions is accurate.

Skills

Service Desk environment experience

Technical troubleshooting

Customer service skills

Empathy and communication

Education

High School Diploma or GED Equivalent

Tools

MS Office suite

Windows OS

SharePoint

Microsoft Teams

Job description

Overview

Process Specialist – Technical Helpdesk
Location: Franklin, WI

Provide 1st level technical support, service restoration, fulfillment of service requests 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. Execute transactions via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and email.

Responsibilities

• To improve user confidence in the use of computer software, 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 deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email
• 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 format

Qualifications

Basic Qualifications:

• High School Diploma or GED Equivalent
• Minimum of 12 months of working within a Service Desk environment

Preferred Qualifications:

• Willingness to work in rotational shifts
• Willingness to work in a 24/7 environment
• Understanding of ITIL working practices
• Problem solving associated with a mixed computing environment
• Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
• 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, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers
• Basic networking knowledge

About Infosys BPM

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

Infosys BPM has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years. The company has a strong focus on HR practices and a proven track record as an employer of choice.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality
Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.