JOB DESCRIPTION

• Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.
• Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unitwhich may range from very straightforward problems through to more complicated issues.
• Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.
• Handled interaction within agreed customer Service Level Agreement (SLA)
• Record and classify all customers’ queries.
• Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Updates customer on Incident status/resolution in accordance with SLA.
• Monitor the IT service process and workflow to ensure SLA’s are met.
• Provide accurate and creative solutions to service management to improve service delivery
• Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis.
• Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
• Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales
• Meet all KPI set by operation management team.

Please refer the Job description for details