1) Role Designation: Process specialist – Service desk-SME
Role Information – JL 3A
Purpose of the Role
Executes transactions as per prescribed timelines, reviews and validates the inputs from the process
executives, supports the team lead in trainings, daily reviews and escalation resolution with the
objective to meet the SLA targets for the specific process within guidelines, policies and norms of
Infosys. Will support the onsite SPOC in all activities.
Educational Qualification
Graduate / Engineering or Technical Qualification Preferred
Language Requirement
Fluent in spoken and written English. Able to converse and provide technical support in English through
various channels – Calls, Emails & Live Chat
Minimum Experience
2 years. With experience in help desk/ service desk / tech support
Areas of Responsibility
1. Transition Coordination – Process definition & documentation
2. Talent Management
3. SLA Compliance
4. Process Compliance
5. Customer Interaction – Escalation management
6. Knowledge Management
7. Process Re-engineering
8. Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc
Minimum Technical Knowledge Required
1. Platform: Windows, Linux
2. Tools: Oracle EBS, Oracle IPM, Oracle OFR, Oracle ODC, Common Ticketing tools, Remote Access
Tools, etc
3. Other minimum requirements:
• Understanding of common computer hardware
• Understanding of common technical terminology
• Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access)
• Team member participates on the AITC Disaster Recovery team.
• Displays superb customer service skills and capabilities
• Basic Operating System knowledge (Apple and Windows 7,8,10)
• Knowledge of various mobile devices (Apple, Android, Windows)
• Formulate gathered unstructured information to a formal requirement
• Good analytical ability
• Ability to navigate common user interface elements
• Good listening skills – ability to understand ambiguous information, probe and
consolidate into useable data
• Communicate to the user in a language, the user is most comfortable with
• Demonstrate patience, passion for problem solving, ability to use knowledge bases,
tools
• Ability to contribute to the knowledge base with appropriate knowledge artifacts
Other Requirement
Willingness to work in rotational shifts

Regards
Veera-9071318133


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