Infosys Off Campus Drive For Fresher Process Executive Id-145

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Job Description

About INFOSYS
INFOSYS is a leading global technology services and consulting company, empowering clients across more than 50 countries to successfully navigate their digital transformation journeys. With over 200,000 talented professionals worldwide, INFOSYS is committed to delivering innovative solutions and exceptional customer service, driving sustainable business value for its clients.

Position Overview
INFOSYS is looking for a skilled and motivated Process Executive to join our dynamic team. In this role, you will provide L1 Service Desk Technical Support to our European client, based in Bellandur, Bangalore. You will be the first point of contact for technical support via voice and chat channels, resolving a wide range of IT issues while ensuring excellent customer satisfaction. This is a full-time position with a 24/7 weekly shift roster and 6 days of work per week.

Key Responsibilities

  • Deliver efficient and high-quality L1 Service Desk Technical Support through voice and chat interactions, strictly following JL2A & JL3A process standards.

  • Troubleshoot and resolve technical issues related to VPN connectivity, BSOD (Blue Screen of Death), BitLocker encryption, MS Teams, password resets, Active Directory, printers, Outlook/webmail, add-ins, PST/DST time settings, BIOS configurations, device drivers, and software installations.

  • Use diagnostic tools such as the Ping command to identify and resolve network connectivity problems.

  • Differentiate between service requests and incidents, ensuring accurate logging and timely resolution according to SLA guidelines.

  • Provide timely updates and communicate effectively with customers, escalating issues to higher levels of support when necessary.

  • Maintain comprehensive documentation of issues and resolutions in the ticketing system to facilitate knowledge sharing and continuous improvement.

  • Proactively monitor service levels and metrics to ensure SLA adherence and drive improvements in service delivery.

  • Collaborate closely with other teams, including L2/L3 support, infrastructure, and network teams to resolve complex issues.

  • Stay updated with the latest technology trends and product knowledge to enhance support quality.

Requirements and Qualifications

  • Bachelor’s degree or equivalent qualification in any discipline.

  • Prior experience in a customer service or technical support role, preferably in a 24/7 environment supporting global clients.

  • Strong proficiency in English, both verbal and written, with excellent communication skills.

  • Good understanding of Windows operating systems and common enterprise applications.

  • Ability to troubleshoot hardware and software issues independently and efficiently.

  • Knowledge of ITSM tools and ticketing systems.

  • Excellent problem-solving skills with strong attention to detail.

  • Ability to work well under pressure, prioritize tasks, and adapt to changing environments and shifting priorities.

  • Strong interpersonal skills and a customer-centric mindset.

  • Willingness to work in rotational shifts including nights, weekends, and holidays.

What We Offer

  • Opportunity to work with a globally renowned IT services leader.

  • Exposure to cutting-edge technologies and a diverse client portfolio.

  • Continuous learning and development programs to enhance your skills.

  • Collaborative work environment that fosters innovation and teamwork.

  • Competitive salary and benefits package.

If you are a dedicated professional passionate about technology and customer service, ready to take on new challenges in a fast-paced environment, we encourage you to apply and become a part of INFOSYS’s success story.

Note: Only shortlisted candidates will be contacted.

INFOSYS is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

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