Información general

País
India
Estado
Telangana
Ciudad
Hyderabad
Departamento
Software as a Service
ID vacante
36198

Descripción y Requisitos

The Service Desk consultant is responsible for acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human. 

Responsibilities:

The responsibilities of the Service Desk Consultant are: 

  • They provide the first point of contact for customers for all service desk calls and tickets.
  • They are responsible for the triage of service desk incidents received including correct prioritisation and allocation (Ticket qualification, queue management and initial triage for IMS tickets).
  • They are responsible for logging and responding to service desk calls that are submitted via telephone.
  • They communicate directly with the customers as required to gather needed information.
  • They perform investigation, diagnosis and resolution of customer incidents and requests, resolving as many tickets as possible in first line, drawing on expertise from a range of departments and individuals as required.
  •  They learn about Infor products and services and keep up to date with changes to be able to effectively manage and respond to customer enquiries.
  • They are responsible for the monitoring and escalation of service desk tickets to ensure they meet or do not exceed contracted SLAs or OLAs until closure
  • They work across departments within Infor to ensure appropriate and timely resolution of service desk tickets.
  • Provide courteous, professional, timely and helpful responses to customer enquiries on the service desk.
  • Responsible for helping to build excellent customer relationships.
  • Responsible for the maintenance, both internal and customer facing, service desk documentation.
  • They participate in internal and external audits.
  • Ensure compliance in our service desk processes.
  • Participate in a programme of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements.
  • Track whether an alert has been dealt with and the alert has been closed or resolve the alert or escalate and reassigns the alert.
  • Execute level 1 tasks (known, documented and repeatable tasks)
  •  Perform workload balancing to ensure tickets are distributed evenly to efficiently match customer demands.
  •   Perform daily regular application health checks to build more resilient systems. Proactively detect issues and report them for resolution.

Educational Qualifications:

Bachelor’s or master's degree in engineering in preferably computer engineering stream/ MCA/ MBA

Key Requirements 

  •  2-4 Years of professional experience managing operations of the customer, front ending to customer.
  • Excellent English communication skills (both spoken and written
  • Client-oriented, self-motivated person with a strong drive for development with excellent time management and organizational skills
  • Able to work under pressure and meet deadlines assuring quality of service delivery
  •  Comprehensive knowledge/experience of general corporate business practices, concepts, and principles of contract management and strong analytical skills or vertical knowledge
  •  Experience in Account Management and/or Consulting Management is desirable
  • Service Operations Manager or Service Delivery Manager experience would be a plus
  • Project Management & ITIL Processes knowledge is mandatory
  •  Excellent working knowledge is required in MS Excel/ Word/ MS Project/ Visio/ Lucid Chart/ One Note/ SharePoint/ Power point/ServiceNow/ MS team etc.
  •  ITIL foundation v4 & Agile Process knowledge would be an additional asset.
  • Willing to work in any Time Zone as customers prefer the operations manager to work in their time zones.
  •  Experience in dealing with Managed Services type of contracts for ERP solutions whether On Premise and/or in the Cloud.
  • Knowledge of Infor’s Industry solutions namely LN, M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.
  •  Working experience with any ERP solution is desirable.
  • Work exposure at customer locations will be a value add.
  • Ability to write clear documentation of operating procedures.
  • Experienced in working with remote teams in a global environment is desirable.


Acerca de Infor

Infor es una empresa global que proporciona productos de software en la nube para todas las áreas de un negocio y para todo tipo de industria. Infor desarrolla suites integrales por industria en la nube e implementa tecnología de forma eficiente que prioriza la experiencia del usuario, aprovecha la ciencia de datos y se integra fácilmente en los sistemas existentes. Más de 60 000 empresas en todo el mundo confían en Infor para ayudarles a superar las disrupciones del mercado y lograr la transformación digital en todas las áreas de sus negocios. 
Para más información, visita www.infor.com 

Nuestros Valores

En Infor, nos esforzamos por lograr un entorno que se base en nuestra filosofía MBM™ y ocho Principios Fundamentales: Integridad, Administración y Cumplimiento, Transformación, Espíritu Empresarial basado en principios, Conocimiento, Humildad, Respeto y Autorrealización. El aumento de nuestra diversidad es importante para reflejar nuestros mercados, clientes, socios y comunidades a las que servimos ahora y en el futuro.br>

Tenemos un compromiso implacable con una cultura basada en una filosofía empresarial denominada Principle Based Management™ (PBM™). De acuerdo con estos principios, permite que florezca una sociedad libre y abierta, PBM™ prepara a las personas para innovar, mejorar y transformar mientras fomenta una organización saludable y en crecimiento que crea valor a largo plazo para sus clientes y simpatizantes y satisfacción para sus empleados.div>

Infor es un empleador que ofrece igualdad de oportunidades. Estamos comprometidos a crear un ambiente de trabajo diverso e inclusivo. Infor no discrimina a los candidatos o empleados por su sexo, raza, género, identidad, discapacidad, edad, orientación sexual, religión, origen nacional, condición de veterano o cualquier otra condición protegida por la ley.

En Infor valoramos tu privacidad por eso creamos una política que puedes leer read here.