基本信息

国家
Indie
特伦甘纳
城市
海德拉巴
部门
Software as a Service
职位编号
36198

描述和要求

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.


关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件,并有效地部署将用户体验放在首位的技术,利用数据科学,并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

我们的价值观

在 Infor,我们努力创造一个建立于基于原则的管理™ (PBM)™ 和八项指导原则的经营理念的环境:诚实正直、守护资源和遵守法规、力求转型、有原则的企业家精神、善用知识、谦虚为怀、尊重他人和实现自我。增加多样性对于反映我们的市场、客户、合作伙伴以及我们现在和未来所服务的社区是非常重要的。br>

我们对基于PBM的文化有着不懈的承诺。PBM™植根于使自由和开放社会蓬勃发展的原则,为个人创新,改进和转型做好准备,同时培养健康,不断增长的业务,为客户和支持者创造长期价值,并充实员工。.

Infor是一个机会均等的雇主。我们致力于创造一个多元化和包容性的工作环境。Infor 不会基于候选人或员工的性别、种族、性别认同、残疾、年龄、性取向、宗教、国籍、兵役身份或任何其他受法律保护的身份而歧视候选人或员工。

在 Infor,我们重视您的隐私,因此我们制定了一项政策,您可以在 此处阅读.