Afiniti

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful -connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, -which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.

About the role

Service Desk team provide 24/7 Tier 1 and Tier 2 support to the Afiniti employees, that is the first point of contact for IT related issues. It also provides Global Reception services. Service Desk team is also engaged in escalating IT related issues to Level 1, 2 and 3.

Key Responsibilities

• Serve as the first point of contact for the Afiniti employees seeking technical assistance over the phone, email and chat
• Installing and configuring computer hardware, software, systems, networks, printers and scanners, operating systems and applications
• Monitoring and maintaining computer systems and networks 
• Responding in a timely manner to service issues and requests 
• Providing technical support across the company (this may be in person or over the phone) 
• Setting up accounts for new users 
• Repairing and replacing equipment as necessary 
• Testing new technology
• Monitor and maintain computer systems and networks
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users' accounts and profiles and deal with password issues
• Respond within agreed time limits to call-outs
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Priorities and manage many open cases at one time
• A good understanding of IP Telephone Systems
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Test and evaluate new technology
• Conduct electrical safety checks on computer equipment.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided.
• Forward unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in logs (Ticketing system)
• Pass on any feedback or suggestions by end user to the appropriate internal team
• Identify and suggest possible improvements on procedures.

Minimum Qualifications

• 0-2 years of Experience.
• Bachelor Degree (IT).
• Technical skills
• Technical skills are the expertise required to perform specific digital or physical tasks. Technical skills are important for you for a variety of reasons.
• Problem-solving skills - Impact comes through how you contribute to solutions, and how you handle with problems with your knowledge and abilities. It is also critical to think and learn about new models while progressing in your career.
• Business Impact - You excel at identifying high-impact ideas (either technical or product) that you and the team build and that successfully improve our products or productivity.
• Leadership and Interpersonal Skills - Your actions give your teammates and colleagues an inspiration about doing better in their jobs.