• Technical Support Analyst

    CES LTD

    1. 2 - 21 yrs
    2. Bangalore NA NA NA
    NA
    Rs 5,00,000 to 7,00,000 p.a.

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  • Job View 488 Views
  • Applicants Less than 5 Applicants
  • 2018-06-15

Job Description

Job Title: Technical Support Analyst

Position Type: Full time

Job Location: Bangalore

Job Details:

Ensure tickets closure within SLA, Timely acknowledgement, assignment & Queue management of tickets to team.

Rigorously following the escalation matrix.

Effectively planning and managing activities across multiple communities whilst under time pressure with an aptitude for driving issues through to resolution.

Take charge of critical situations and able to direct all parties towards efficient and effective delivery of IM process to a satisfactory outcome.

Driving the efficiency and effectiveness of the incident management process.

Monitoring the effectiveness of incident management and making recommendations for improvement.

Effective interaction with onshore teams to ensure appropriate details are available related to high priority case.

Timely submission of daily/weekly/monthly productivity reports.

Understand criticality and approach the right team to progress issues.

Ensuring ticket visibility and Improvements in End user satisfaction.

Maintain a general overview of the incident (keeping the focus on the restoration via a workaround). Provide guidance and coordinate with several teams to solve complex issues.

Contact users for confirmation on resolution for issues reported and feedback of service.

Knowledge of ITIL process.

You can respond with your updated resume with same email, Also you can reach me

Thanks & Regards

Ejjagiri Jyothibas

Talent Acquisition Group

CES Limited

7th Floor Tower A| Ramky Selenium |Gachibowli |Hyderabad - 32

Industry

Telecom / ISP

Functional Area

Analytic and Business Intelligence

Number of Vacancy

22

Education

Other Bachelor Degree


About CES LTD

Job Title: Technical Support Analyst
Position Type: Full time
Job Location: Bangalore
Job Details:
• Ensure tickets closure within SLA, Timely acknowledgement, assignment & Queue management of tickets to team.
• Rigorously following the escalation matrix.
• Effectively planning and managing activities across multiple communities whilst under time pressure with an aptitude for driving issues through to resolution.
• Take charge of critical situations and able to direct all parties towards efficient and effective delivery of IM process to a satisfactory outcome.
• Driving the efficiency and effectiveness of the incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Effective interaction with onshore teams to ensure appropriate details are available related to high priority case.
• Timely submission of daily/weekly/monthly productivity reports.
• Understand criticality and approach the right team to progress issues.
• Ensuring ticket visibility and Improvements in End user satisfaction.
• Maintain a general overview of the incident (keeping the focus on the restoration via a workaround). Provide guidance and coordinate with several teams to solve complex issues.
• Contact users for confirmation on resolution for issues reported and feedback of service.
• Knowledge of ITIL process.
You can respond with your updated resume with same email, Also you can reach me
Thanks & Regards
Ejjagiri Jyothibas
Talent Acquisition Group
CES Limited
7th Floor Tower A| Ramky Selenium |Gachibowli |Hyderabad - 32

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