Infor

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.