Responsibilities

• L1 phone support to troubleshoot and resolve user’s problem via First Resolution Call
• Incident/Problem definition and assignment of problem severity level
• Incident/Problem escalation management
• Call Logging System Management (log call/assign call ticket, update ticket status, ticket resolution and closure)
• Coordinate with Third party vendor to resolve problems
• Daily Performance tracking and reporting (open tickets and TAT tracking)
• Broadcast service interruptions
• User/application Account administration
• Conduct periodic user satisfaction survey and share findings
• Perform ID administration – add/delete/reset/update/suspend/resume via service request form on selected Application system
• Perform ID administration – add/reset/update/resume via service request for Active Directory and Office 365.
• Tracking open tickets and identifying any problem that requires...