Specialist
4 weeks ago
Job Description (Posting).
This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required.
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide eyes, hands and feet in support of Networking Equipment, Servers, Telecoms and other IT related equipment. (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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