Associate Consultant - Incident Technician - London

The Incident Technician will be responsible for providing white glove support to customers who are receiving new corporate phones. The technician will be responsible for assisting with ensuring a seamless transition between their current and new mobile phone. The role will require the candidate to work closely with the management and coordination of the replacement of mobile phones across several business units within the client. The candidate will be required to liaise with senior stakeholders within the Business and across various teams to ensure a seamless replacement process for the customers.

Role and Responsibilities:

Troubleshoot, repair, and maintain software applications

Escalation from Helpdesk for mobile phone support

Ensure that client policies and procedures are followed by, communicated, and adhered to

Create and maintain support documentation.

Interacting with other support groups (local and global) within the firm across multiple platforms

Record and manage all incidents and requests in ticket-tracking system.

Proactively inform management of trends, significant problems and expected delays.

On-call - Participate in rotating schedule providing afterhours and weekend support.

Take initiative to stay current on technology and participate in training programs.

Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Key Skills\Experience

Excellent communication, interpersonal and customer care skills.

Ability to work under pressure and on tight timescales.

Experience using help desk call management system.

Technical grasp of a wide range of applications both in house and 3rd party applications.

Why Infosys

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.

To learn more about Infosys and see our ideas in action please visit us at

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."