Infosys provides business consulting, technology, engineering and outsourcing services to help international clients in over 30 countries build tomorrow’s enterprise. Infosys BPO has been present in Europe since 2004 with the establishment of our Brno Delivery Center.
Overview:
IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.
responsibilities
First point of contact for incidents and service requests logged by the end users
Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
Prioritize requests and incidents based on impact and urgency by selecting severity level
Escalate and coordinate unresolved tickets with the relevant technical teams located globally
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Creating and updating support documentation and Knowledge base articles to assist other support staff and end users
Excellent Written and verbal communication skills in German and English
Excellent organizational skills
Strong Active listening skills
Prior IT support experience – Managing incidents including business expectations and communication
Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies
Knowledge/experience with enterprise IT infrastructure will be an added advantage
Knowledge of ITIL or similar IT Service management framework is an added advantage
Project Language – German along with English
candidates
Permanent contract
Performance bonus
Meal vouchers
Language courses
Competitive salary
5th week of leave
Initial Accommodation - 2 weeks accommodation provided by the company on joining
Option to work from home
Bike Friendly
Modern offices in the center of Brno, 2nd largest city of Czech Republic
Training opportunities - Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.