
15h Left) Technical Support Help Desk
1 day ago
- 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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