Senior Technical Process Executive – IT Helpdesk

About the role

The Senior Technical Process Executive will serve as the first point of contact for users reporting technical or process‑related issues. Working within Infosys BPM’s service desk, the role ensures timely support across multiple channels, including voice, digital self‑service and automated tools.

Key responsibilities

• Answer service desk calls and address technical or process incidents, logging each case for tracking.
• Escalate complex tickets to Level 2 and Level 3 support as needed.
• Raise, acknowledge, and resolve minor tickets or service requests in line with SLA commitments.
• Provide regular updates to stakeholders and communicate escalations promptly.
• Maintain accurate incident records and ensure proper follow‑up until resolution.

Required profile

• High School Diploma or GED equivalent.
• Minimum 1 year of experience in a call‑center or contact‑center environment, preferably in technical support.
• Customer‑focused mindset with strong communication skills.
• Ability to handle confidential information with integrity.
• Quick thinker who can interpret information logically and respond promptly.
• Team player who collaborates effectively with leaders and peers.
• Consistent attendance, performance and adherence to company policies.

Required skills