Are you ready to make an impact? Join Infosys BPM and be a part of the pioneering campaign as a Service Desk Assistant TL / Subject Matter Expert and jumpstart your career! This is for our BGC Site.

Key Responsibilities:

• Provide advance level support, fulfillment of timelines and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.

• Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling

• Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.

• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers

• Supports the tech agents by handling escalated tickets and coach them to improve their user handling skills.

•  Measure, monitor and work to drive down incident levels. This will relate to Product and user problems. Ensure that the Service Desk actively participates in improving the usability and reliability of client services

• Process & SLA Compliance

• Customer Interaction – Escalation management

• Knowledge Management

• Identify Process Re-engineering/transformational opportunities and participate in the initiatives

• Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc.

Key Requirements:

• Minimum experience of 2 years with relevant experience as an Assistant TL/Interim/SME for Service Desk

• Bachelor's degree graduate or equivalent experience

• Expertise in common desktop applications, operating systems, and hardware

• Experience on Ticket Analysis and understanding issue trends

• Willingness to work in rotational shifts and Onsite in BGC

Why Infosys BPM Philippines:

• Quarterly Performance Bonus

• 24 Leaves annually

• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire

• Outstanding career development opportunities and fast track career progression

• Enjoy a fair work-life balance.

• Learning and Development Trainings

• We value Inclusion and Diversity

“ We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on  race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines” 

Please refer to job description.