Role & responsibilities

• Provide hardware / application /software / network problem diagnosis resolution via telephone/chat/web.
• Monitoring & Management of various IT Infrastructure components for customers end users.
• Identify, evaluate and prioritize customer problems and escalations.
• Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities-based adhering on KBs/SOPs/work instructions.
• Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention's.
• Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.
• Route problems to internal 2nd and 3rd level IT support staff.
• Escalate complex problem to appropriate support specialists.
• Ready to work in rotational shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support.
• Queue Management
• To maintain high login Efficiency (Availability) for customers.
• To resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions/ Reopen Cases.
• To update work logs and follow shift/ escalation process and process compliance.
• Work on value adding activities such Knowledge base update & self-development.

Preferred candidate profile

Analyst would be responsible for handling L1/ L2 issues reported with the Apps & Infra Helpdesk, which 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
• Compiles data through Incident entry that will be used for management information and reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly