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Yuba | Deputy Manager | North Carolina
LOCATION: North Carolina
DESIGNATION: Deputy Manager
QUALIFICATION:Service Desk Manager - 5yrs Exp
Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following:
. Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
. Tracking and classifying incoming incidents or service requests, attempting initially solutions.
. Provides initial assessment of categorization and prioritization for reported Incidents and
. Service Requests and provides initial support, targeting a higher level of first contact resolution
. Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
. Perform hierarchical escalation to Service Desk Management and Incident Management
. Provide communication to end users concerning the status of Incidents, Service Requests,
and Changes (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:B Tech, B.I.T, BIT
EXPERIENCE: 4.5-8 Years