Responsibilities : - Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\'s. . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow- up steps; Provide level 1 remote de (1.) lndependently 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 Salary: Not Disclosed by Recruiter Industry: IT-Software / Software Services Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations Role Category:Voice Role:Associate/Senior Associate -(Technical) Desired Candidate Profile Education- UG: B.Tech/B.E. PG:M.Tech Doctorate:Any Doctorate - Any Specialization, Doctorate Not Required Please refer to the Job description above
