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. ) People Management Maintaining SLAs Maintaining Attendence and Leave reports Infrastructure Management within the OMC Preparing reports on Monthly / Hourly basis Managing breaks and shift rosters Ensuring that calls/ chats are addressed on timely manner Ensuring call recordings and voice infrastructure is working as expected Adhoc Analysis Outage impact and Analysis Managing SIP activities Handling Escalation and SUP calls Sharing agent performance reports and giving them feedbac 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) Keyskills Infrastructure Management Services IMS - EUC - Service Desk Desired Candidate Profile Education- UG: Any Graduate - Any Specialization PG:Post Graduation Not Required Doctorate:Any Doctorate - Any Specialization, Doctorate Not Required Please refer to the Job description above
