As IT Ops Specialist you will be part of a dedicated team aimed to provide excellence in Customer Service and efficient Problem-solving by collaborating with other IT teams to resolve complex issues.
- Respond to the incidents/issues users report predominantly through Voice Interaction, email, Self-service, chat & remote support.
- Identify, investigate, and diagnose the issue, take necessary action, and resolve or assign the issue to the right assignment group.
- Capture all incidents in the incident tracker tool and assign the cases to the relevant assignment group as per process, ensuring proper documentation.
- Follows the incident life cycle as defined by process, logs the incident with proper priority, categorizes and documents, and performs follow-up on all necessary incidents as defined in process with customer to ensure timely closure.
- Upgrade technical, process and soft skills to achieve client and internal quality scores with CSAT scores, resolution on call and customer service scores.
- Monitor and track incidents to ensure resolution within the customer Service Level Agreement.
- Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.
- Create and maintain a knowledge base with solutions to common issues.
- Outage Management – Manage outages efficiently for quicker resolution by opening Bridge call and engaging different resolver teams as needed for quick resolution.
Requirements:
- Should have good knowledge of Windows Desktop OS, Active Directory, Exchange, O365, Laptop troubleshooting and Unix/Linux OS troubleshooting.
- Certifications in any technology like Unix, Windows Server, Networking would be advantageous.
- Familiarity with ServiceNow tool
- Good Understanding of ITSM process. ITSM certification preferred.
- Excellence in Customer Service and Problem solving.
- Good communication Skill.
