To improve user confidence in the user's self-service portal.
Assist the caller in logging a case for the issue they are experiencing
Assist in modification of user profiles based on Service Requests / Work orders (Tickets)
To participate in an on-call Rota, providing 24-hour, first line support service to users.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
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
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times
Benefits
25 days holiday excluding Bank Holiday's Leave Year runs from April 1 to March 31Sick Pay (3 paid Days in a 12-month period)Employee discounts - Perk BoxAccess to training platform for PD - LexPension -
Additional Information
Role: Customer Service
Location: Warwick
About Infosys BPM Ltd
Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for clients across the globe. Our integrated IT and BPM solutions approach enables us to unlock business value across industries and service lines, addressing business challenges for clients.
We leverage innovative business excellence frameworks, productivity improvements, process reengineering, automation, and cutting-edge technology platforms to help clients achieve cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Position Summary
Provide 1 st level support, service restoration, fulfilment of service request 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. Executes transactions as per prescribed timelines.
Working Hours / Shift Pattern
This is a 24/7 rotational role with the following shifts (Including weekends):
Morning: 06:00 - 14:30
Afternoon: 14:00 - 22:30
Night: 22:00 - 06:30
Shifts rotate monthly across all patterns . All shifts are work from home .
Please note: this role requires flexibility to work across all shift types, including nights, as part of the rotation
This role is primarily work from home; however, flexibility to work from the office during core business hours (07:00 - 18:00), where required, is essential.
Required Skillset
Analytical and Problem-solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability Quickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empathetically
12-18 months' work experience in Customer Service
Experience of working within a Customer Service Desk environment.
Being proactive and show the utmost respect for customer's time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Aptitudes
Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Ability to work as part of a team or on own initiative.
Customer focused
Proactive
Self-Motivated
Patient
Innovative
Flexible
Infosys · Larkhall, UK