Trainee at null

  • Esteemed client of Orion TrueTech Services India
  • Dehradun, Uttarakhand, India
  • May 18, 2018
Full time IT / Telecommunication Jobs

Job Description

Job Description:The Role and Accountabilities: Interaction with Colt internal customers and understand the service and business impact Troubleshoot technical issues and convert FCR (First Call Resolution) Monitor & Manage tickets on ITSM7 using BMC Remedy system and Siebel CRM Resolve Technical related issues (hardware, software, application, network, remote access etc.) for all internal users within the organization Work closely with Operation centre in India which includes NOC and Service management for better customer experience Troubleshoot issues on Windows 10, Windows 7, VDI, DMZ blades & VMware View (Cloud Computing) platforms Responsible for the integrity of the data within the incident recording system and providing high quality information to other IT service providers and Partners. Take ownership of Incident/Requests and maintain effective communication with the customer Respond to all Incidents and Request within specified TAT in 24X7 operations. Centrally responsible for Technical support email maintaining a TAT of 60min Ensure positive feedback from the customers recorded on CSAT surveys Manage customer Incidents/Requests, reported via Phone, Email and Chat Documentation, recording and updating Incident details in ITSM/Siebel CRM Allocation of unresolved Incidents to appropriate support groups and manage customer escalations Monitoring and Tracking, reviewing the progress of an incident and keeping the customer informed Closure, formally closing Incidents and Request post confirming resolution with the customer