Number of Vacancy
Other Bachelor Degree
About CES LTD
Job Title: Technical Support Analyst
Position Type: Full time
Job Location: Bangalore
• 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
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Talent Acquisition Group
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