Job Description (Posting)

lndependently resolve tickets within SLA Adheres to standard operating procedures / work instructions Follow the escalation process Follow the shift hand-over process Update worklogs Categorizes as per CTI as appropriate Update the knowledge base Coaching freshers to be independent Coaching analysts for correct routing of tickets, capturing critical information Technically upgrade across versions of environment when required Adhere to organization policies and procedures Complies to regulatory requirements Alert Monitoring Ticket Monitoring Informing On - call support Opening Bridge Call (1.) To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders (2.) To ensure positive customer feedback and satisfaction thorugh active participation in customer meetings to understand any issues faced (3.) To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning (4.) To perform value addition activities (such as mentoring administratorsorteam members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required. (5.) To ensure on-time resolution and quality compliance of escalated ticketsorincident as per the agreed SLA

Qualification

B-Tech

Skill (Primary)

DWP-FSS-Desk Side Services