Job Description

:
Good communication skill with basic IT knowledge for e.g. SLA, TAT, ITIL etc.

• 
  Ensure timely response of all the tickets raised by the client end user
  

• Service requests solutioning by maintaining quality parameters
  

• Act as a custodian of client\xe2\x80\x99s network/ server/ system/storage/ platform/ infrastructure and other equipment\xe2\x80\x99s to keep track of each of their proper functioning and upkeep.
  
• Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolution timeframe.
  

• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction.
  

• Provide an acceptance and immediate resolution to the high priority tickets/ service.
  
• Installing and configuring software/ hardware requirements based on service requests.
  
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations.
  

• Provide application/ user access as per client requirements and requests to ensure timely solutioning.
  
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer.
  

• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction.
  
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing.
  
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner.

Job Information

• 
  City
  

Noida
State/Province
Uttar Pradesh
Country
India
Industry
IT Services
Zip/Postal Code
201309