Provide comprehensive technical support services to the Client s onsite personnel, customers andservice providers. Perform IMAC related tasks as assigned (e.
g., hardware break / fix and hardware or softwareupgrades) including data migration Replicate and resolve customer incidents in the software & hardware environment.
Maintain incident management system with up to date information on ticket progress Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent withthe agreed SLA s.
Follow established Asset Management processes Provide setup and support services for conference rooms. Provisioning and deployment of internal VoIP telephones Communication with several IT Infrastructure support groups to appropriately escalate incidentsand follow up on incidents to drive resolution for the customer.
Documenting customerinteractions within the ticketsto be inclusive of accuracy, thoroughness and timeliness. Effectively communicate with Deskside Management Team in regards to asset management,break / fix or Service Desk related processes (build a proactive environment) Contribute current technical information and best practices concerning proprietary applicationsusing the various knowledge distribution channels.
Carries out responsibilities in accordance with the organization s policies, procedures, and state,federal and local laws Ensures compliance with all company policies and procedures, including safety rules andregulations Liaise as necessary interdepartmentally to seek resolutions to all reported issues Assess reported issues and as necessary work directly with Client s service providers for escalationand timely issue resolution.
Perform customer support related tasks and special projects as assigned by management. Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Must be able to lift desktops, laptops, monitors, printers and other IT related equipment Organize and utilize all support resources provided including emails, documentation, contact lists,etc.
Mentor other Deskside Support Technicians as required." (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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