Administrator (Support & Operations)

Job Summary

Act as shift lead for a team of up to 10 service desk agents. Also has ability to independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for on call escalations and doing root cause analysis of given issue.

3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.

4. To independently resolve tickets within agreed SLA of ticket volume and time.

5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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