IT Problem Resolution Specialist
3 days ago
About the Role:
TaskUs is seeking an IT Problem Resolution Specialist to join our team in Indore, India. This role plays a key part in the IT service management process, focusing on identifying, analyzing, and resolving underlying issues that cause incidents.
Job Overview:
The IT Problem Resolution Specialist is responsible for ensuring the quality and integrity of the Problem Management process, which interfaces with other process coordinators. Key responsibilities include diagnosing root causes of chronic or undetermined incidents using the 5 Whys methodology, determining resolutions, and implementing them through appropriate control procedures (Change Management).
Main Responsibilities:
- Maintain information on problems and relevant workarounds and resolutions
- Maintain the Known Error Database
- Coordinate day-to-day execution of Problem Management
- Work with various support staff to ensure resolution and closure of tickets
- Chair Problem review meetings
- Follow defined escalation paths when necessary, as per the escalation policy
- Notify participants in the Problem Management process when standards and procedures are not being followed
- Perform daily process administration
- Manage all Problem templates and reports
- Ensure adherence to standards and procedures
- Facilitate resource commitment and allocation
- Identify and implement process improvements
- Evaluate each Problem Ticket opened to assign an owner and respond within the appropriate time frame, based on contractual policy/service level agreement
How We Partner To Protect You: TaskUs will not solicit money from you during your application process nor require any form of payment to proceed with your application. Kindly ensure you communicate only with authorized recruiters.
DEI Statement: In TaskUs, we believe innovation and higher performance come from people from diverse backgrounds. We welcome applicants from different walks of life and circumstances. Our goal is to provide equal access to opportunities. If you need reasonable accommodations, please let us know.
We invite you to explore all TaskUs career opportunities and apply at https://www.taskus.com/careers/.
Expected Salary: ₹600,000 - ₹900,000 annually, depending on experience and qualifications.
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