Location
Madurai | India
Job description
Job Description (Posting).
Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
Follow the escalation process Follow the shift hand-over process Update worklogs Categorizes as per CTI as appropriate
Update the knowledge base Coaching freshers to be independent Coaching analysts for correct routing of tickets
Capturing critical information Technically upgrade across versions of environment when required
Adhere to organization policies and procedures
Complies to regulatory requirements Alert Monitoring Ticket Monitoring Informing On - call support Opening Bridge Call
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To maintain high login Efficiency (Availability) for customers. (3.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (4.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (5.) Work on value adding activities such Knowledge base update and self development. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Qualification
B-Tech
Skill (Primary)
EIS-Network Data-Network Remote Monitoring
Job tags
Salary
