东莞招聘

? To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.

? Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

? Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

? To participate in an on call rota, providing a 24 hours, first line support service to users.

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

• Update incidents with detailed and relevant information in a timely and effective manner;

• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;

• Escalate an incident or troubleshoot tickets according to the company escalation processes;

• Ensure Customer Service Level Agreements are met or exceeded;

• Respond to customer enquiries in a timely and efficient manner;

• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format

• Execute transactions as per prescribed guidelines and timelines

• Ensure customer/user confidentiality and data protection at all times

Requirements

• Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.

• ITIL trained preferred

• Willingness to work in rotational shifts

    Infosys（印孚瑟斯）公司创建于1981，总部位于印度班加罗尔，作为全球咨询信息技术服务提供商，为全球各个国家客户提供咨询、行业解决方案、技术架构和设计、业务流程外包、质量和测试等业务服务。在全球拥有雇员超过187,000名，坐拥85个办公地点以及100个研发中心，年营业额约90亿美元。公司客户服务领域包括保险、医疗健康与生命科学、高科技与制造、零售与快速消费品、汽车与航空航天、能源与公用事业、运输与物流、银行与资本市场等领域。

    印孚瑟斯中国区业务流程外包服务中心成立于2006年5月，位于杭州滨江高科技园区。以英，日，韩，法，德等10余种语言服务于美国及亚太区域10余家国际行业领军企业，业务涉及订单管理、采购管理、财务管理（包括应收、应付、总帐）、数据分析、销售支持、客户服务等领域。目前员工总数为1000多名，位列“杭州发展最快10大服务外包企业”。2015年公司荣获“杭州***雇主10强”，以及“第三届杭州人力资源管理实践创新奖”等奖项。

    公司一直致力于为员工提供职业发展的平台，通过严格和多样化的人才甄选原则，从海内外吸引各类兼具语言和专业技能的人才，通过完善的培训制度，培养具备综合能力的国际化人才，确保每年有相当比例的员工通过内部晋升和岗位轮换得到职业发展的机会。同时，公司倡导多元文化的融合，拥有国际化的管理团队，并为各国籍员工提供多文化融合的工作环境。此外，公司组织各种活动增强员工的团队精神，营造积极和谐的工作氛围。

    欢迎加入印孚瑟斯中国区业务流程外包服务中心。
    
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