Tech Lounge Support - London, United Kingdom - Infoplus Technologies

Infoplus Technologies

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 multitask 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 projectbased 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)