Job description

Job Description Infosys is seeking a Service Center Lead. This position is responsible for will in overseeing the daily operations of the service center / Tech hub which specializes in diagnosing and troubleshooting and fixing the laptops and other end user related devices, provide deskside or remote assistance to users. This role is responsible for managing skilled technicians, ensuring efficient workflow, and delivering high quality technical support to customers. Is also responsible for the prompt issue resolutions and superior customer experience. Required Skills • Candidate must be located within commuting distance of Wichita,KS or be willing to relocate to the area. This position may require travel. • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • At least 2 years of Information Technology experience. • At least 2 years of desktop support or similar experience. • This role may involve elevated access to Impact Level 4 (IL4) data and/or security requirements for handling controlled unclassified information (CUI) and sensitive data as defined by US Department of Defense (DoD). The eligible candidates must be US Citizens only. Technical Expertise: • Strong knowledge of desktop operating systems (Windows, macOS), software applications, and hardware components. • Imaging of new desktop and laptop computers • Problem-Solving: Excellent analytical and problem-solving abilities. • Troubleshooting: Diagnosing and resolving hardware, software, and network problems. • Installation & Maintenance: Setting up computer hardware, installing and upgrading software, and maintaining systems. • Support: Providing on-site and remote technical assistance to users. • Documentation: Recording technical issues and solutions in logs. • Training: Providing general training for end users on applications and hardware. • Communication: Addressing user tickets, answering questions, and guiding users through troubleshooting steps. • Escalation: Directing unresolved issues to the appropriate level of support. • System Maintenance: Ensuring the smooth operation of computing equipment and software. • Customer Service: Provide excellent customer service to the end users by resolving their issues end to end. • Compliance: Comply with the ITIL process and meet the SLA requirements. Preferred Skills: • Excellent problem-solving, communication, and documentation skills • Ability to work independently and manage complex technical solutions • Technical leadership and mentoring capabilities • Willingness to learn new technologies and adapt to different roles • Good to have any or more certificates such as: • CompTIA A+, • Microsoft Certified Desktop Support Technician • Microsoft Certified: Azure Virtual Desktop Specialty The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements . About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

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