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Overview:
Proficiency in English (written & spoken).
Dealing with incoming calls in a professional, courteous manner over the phone and via email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Maintain and develop own knowledge and skills to assist with first time incident resolution
Determining the best solution based on the issue and details provided by customers
Taking ownership of tickets and managing them in a logical and methodical manner
Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team until closer.
Identify and escalate repetitive issues or services risks to the service management teams
For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.
Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.
Coordination with respective Global IT stakeholders and do follow up on the ticket till closure.
Motivate and encourage the team mates through positive communication and feedback.
Diagnosing and resolving problems to the customers satisfaction and sharing knowledge with the team.
Updates and reports on project performance : daily and monthly MIS.
Ensure compliance to Client requirements and adhere to Customer Policies & Procedures.
Regular data analysis and reporting as per client s requirement.
Roles & Responsibilities: “As an Administrator, you should be able to do system administration, Incident / problem determination and resolution on a 24×7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels. Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management. Should be able to handle issues independatly and suggest/ implement services improvements plans. Should be able to identify and highlight scope of automation to lead or Manager”
Proficiency in English (written & spoken).
Dealing with incoming calls in a professional, courteous manner over the phone and via email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Maintain and develop own knowledge and skills to assist with first time incident resolution
Determining the best solution based on the issue and details provided by customers
Taking ownership of tickets and managing them in a logical and methodical manner
Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team until closer.
Identify and escalate repetitive issues or services risks to the service management teams
For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.
Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.
Coordination with respective Global IT stakeholders and do follow up on the ticket till closure.
Motivate and encourage the team mates through positive communication and feedback.
Diagnosing and resolving problems to the customers satisfaction and sharing knowledge with the team.
Updates and reports on project performance : daily and monthly MIS.
Ensure compliance to Client requirements and adhere to Customer Policies & Procedures.
Regular data analysis and reporting as per client s requirement.
Roles & Responsibilities: “As an Administrator, you should be able to do system administration, Incident / problem determination and resolution on a 24×7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels. Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management. Should be able to handle issues independatly and suggest/ implement services improvements plans. Should be able to identify and highlight scope of automation to lead or Manager”
