Tech Lounge Support

1 month ago

London, United Kingdom Infoplus Technologies Full time

Company Description

Infoplus Technologies UK Limited is a global IT services company focusing on Enterprise solutions and integration services consulting (SAP/Oracle), software development, product solutions for education segment and IT consulting services offering outsourcing solutions to enterprises worldwide. Since inception, ITL has focused on a principle to maximize output for its clients and partners through cost-savings,enhancing productivity and quality.

**Job Description**:
**Role Based Requirements**:

- Good listening and speaking skills required.
- 100% end customer facing role.
- Should always be professional in dressing and communications.
- Should be able to multi-task with numerous customers walking into the tech lounge.

**Primary responsibilities are**:

- Understanding of Desk side Support Management duties and processes
- Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
- Strong understanding and skills in SLA, KPI Management
- Service provision and delivery based on SLA’s, Assets, Call Volumes, Site criticality and customer requirements.
- Providing Services & support keeping required SLA’s, KPI’s, Service Credit Penalties in mind.
- Preparation of IT Knowledge documents & SOPs on EUC and FSO processes and technical support.
- Highlight Risks, Issues and action logs with management and seek sign offs.
- Work closely with Support teams and our Third-Party Partners and manage service provided and relationships.
- Review with the Delivery Managers
- Periodic reviews with Customer and Vendors
- MIS and Reporting

**Qualifications**:
**Need to have below knowledge to get the below tasks carried out in all Countries and locations**:

- Should have knowledge of Service Desk operation and tools.
- Understand Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
- Should have knowledge on MS Office and Microsoft project.
- Should have knowledge and experience on partner management and relationship handling.
- Taking ownership of issues through to resolution on all appropriate incidents & requests.
- This position requires the ability to work in a project-based environment also requiring flexibility and teamwork. Performs other duties as assigned.

Additional Information
**Technical Skills**:

- Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Effective communication in English and local languages or one of European Language is mandatory.

**Business Skills**:

- Management of the Region
- Ability to interact with customers to ensure that the service is polite, efficient and responsive.
- To work through issues analytically to a successful conclusion

Contract duration - 7 months

Location - UK- London

Domain - Remote desktop support (English / Windows PC / Generic)

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