Analyst (Support & Operations)

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

: Ensure that all appropriate information is documented for all significant incidents, including impacts, detailed timelines, root cause and support parties involved.

• Drive the Support teams for achievement of SLAs and OLAs when resolving incidents.
• Respond to unplanned, customer-impacting service disruptions and ensure effective Incident Management.
• Assist the Incident Managers in determining the severity, impact, and priority of incidents and engage formal Incident Management processes as needed.
• Handling HCL outages.
• Participate in Outage call and provide required support and communication to management effectively.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4. To maintain high login Efficiency (Availability) for customers.

5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

Should give extended support, when required. Require flexibility to work 24\\\\7 WFO and rotational shifts.

Other Requirements

: Track Critical & High priority incidents throughout their life cycle and joining DOR. Engineer

• Miscrosoft Windows,Microsoft Servers RDS,Touch Services