Technical Support Help Desk

2 days ago

Coimbatore, Tamil Nadu, India Cognizant Full time
  • Good Communication
  • Quick Joiner.
  • Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
  • Record all End user transactions in Remedy ticketing tool.
  • Responsible for maintaining SLA/KPI's for self.
  • Responsible for providing quality deliverables and enhancing customer satisfaction
  • Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
  • Contribution to knowledge management by updating/creating the knowledge articles
  • Adherence to security and compliance requirements
  • Adherence to communication etiquettes
  • Quality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
  • Contribute to and participate proactively in knowledge sharing sessions
  • Contribute to continuous service improvement plans (CSI)
  • Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
  • Notifying in case of any challenges in the process.
  • Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
  • Notify the lead immediately in case of complaints and escalations
  • Participate on daily basis and discuss technical/Process updates.
  • Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process.

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