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Software as a Service
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Beschrijving & Vereisten

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. 


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.

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 
For more information visit 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

At Infor we value your privacy that’s why we created a policy that you can read here.