Role: Service Desk Consultant
Experience: 1 - 2 years
â€¢ Provide quality service to customers in all assigned tasks, while upholding Infor values at all times
â€¢ Support all internal and external customers with product training, knowledge and expertise.
â€¢ Provide responses and co-ordination with other internal teams to get solutions in a timely fashion for issues that may arise with all Infor AMS customer related services.
â€¢ Log and track calls/incidents in the designated call management system(s) prioritize and escalate jobs as required ensuring customer satisfaction.
â€¢ Identify trends in the support calls and develop documentation to address these most-often reported problems and issues.
â€¢ Notify management of increasing trends, unusual activity or repeated activity.
â€¢ Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
â€¢ Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
â€¢ Access software updates, drivers, knowledge bases, and FAQ's resources on the Intranet to assist with end users issues.
â€¢ Flexible to work in any shift.
â€¢ Excellence in MS application suite spanning MS Excel, MS Word, MS Visio and MS PowerPoint.
â€¢ Ability to write clear documentation of operating procedures.
â€¢ Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.
â€¢ Customer facing skills, work exposure at customer locations will be a value add.
â€¢ Certified ITIL professional.