Technical helpdesk Team Lead
2 zile în urmă

Job Description

Role Technical help desk Team LeadLocation Bucharest, Romania Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together.

Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Roles and Responsibilities : Responsible for leading a team of Technical help desk members between 10-15 members Client Management & Coordinating with the other team leads of other development teams Responsible for supporting basic ongoing business requirements such as helpdesk support, password reset services, calls and chat services Manage and monitor performance for the Supplier Team on the metrics / SLA’s agreed mutually between Supplier & BHI Transition Coordination Process definition & documentation, SOW / Metric determination, Process Training & Certification Operations Resource Planning, manpower training, Work Allocation SLA & Process Compliance Governance Compliance Knowledge Management Skills / Competencies Good knowledge and experience in ticketing procedure, prioritization of tickets, experience on common ticketing tools Service Now, BMC Remedy, etc.

Good People and Client Management skills. Understanding of common computer hardware & common technical terminology Good listening skills - ability to understand ambiguous information, probe and consolidate into useable data Ability to handle escalations Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools Fluent in spoken and written English.

Able to converse and provide technical support in English Willingness to work in rotational shifts, 24 / 7 Operations Preferred Educational Qualifications : Graduate / Technical Qualification Preferred 3-4 years.

With experience in handling helpdesk / service desk operations Why Infosys Infosys is a global leader in next-generation digital services and consulting.

We enable clients in more than 50 countries to navigate their digital transformation. With nearly four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.

We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight.

Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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