Senior Specialist
3 weeks ago
Job Description (Posting).
Responsibilities:
h Provide day-to-day support for IT equipment used by company Associates and Agents.
h Respond to service tickets and phone calls to resolve issues that cannot be addressed by 1st Level Support.
h Coordinate with onsite support team when necessary for specific tasks that require in-person assistance.
h Troubleshoot and troubleshoot technical issues related to hardware, software, and network connectivity.
h Handle ticket and call volumes related to break/fix incidents that require Level 2 support.
h Collaborate with other IT teams and vendors to ensure timely and effective resolution of issues.
h Maintain accurate records of support activities and resolutions.
Qualifications:
h 2+ years of experience in IT support or a related field.
h Versant certification required upon joining.
h Proficiency in troubleshooting hardware, software, and network issues.
h Strong customer service and communication skills.
h Ability to work independently and prioritize tasks effectively.
h Experience with IT service management tools and ticketing systems.
h Technical certifications or training is a plus. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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