JOB DESCRIPTION

Business Line FT | Specialist | North Carolina

Job Summary

LOCATION: North Carolina
DESIGNATION: Specialist
QUALIFICATION:
L2 Desk side support:
JD:
•? Dealing with hardware and application support queries and issues reported to the
support desk and escalated to the Desktop Support Engineers
•? Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software
• Take ownership and responsibility of queries, issues and problems assigned to
the Desktop Support Engineers
• Escalate issues and involve experts wherever required in order to resolve issues
as quickly as possible.


(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 & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
SKILLS:
BPS-Onsite Support Services-Desk Side Services
EXPERIENCE: 2.5-5 Years
NO. OF POSITIONS: 1