Associate Consultant

Job Description (Posting).

Responsibilities :-

Provide technical expertise to the help desk team

Act as technical liaison between help desk and IM support groups

Maintain technical skill continuity and consistency of help desk staff

Ensure continuous improvement of services provided by the help desk

Provide telephone support to customer end users

Provide Problem Management System support activities

Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD

Includes preparation of help desk staff to support new technology

Maintain skills inventory of help desk analysts and Work Request Co-ordinators:

Evaluate technical skills

Develop and maintain Training Plan

Liaison between help desk and other groups on technical support issues:

Proactively work with other groups on normal process support issues

Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or

other exceptions from the normal process

Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts,

notification Escalation list, help desk weekly schedule, support documentation, etc.

Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.

Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.

Develop processes to streamline the daily functioning of the help desk including:

Work distribution

Monitoring phone queue and email box

Vendor management and follow-up

User follow-up

Closing tickets

Maintaining front end message

Work closely with help desk manager to implement technical action items related to the help desk

Assist help desk manager in analysing help desk group and individual statistics:

Ensure implementation of BOP (Best Operating Practices) in the help desk

Establish communication link with other zones relative to technical and support environment

Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a

new process or change in process.

Manage small help desk related projects.

Backup help desk Manager when help desk Manager is out.

Documentation of help desk processes

Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users

Route problems to internal IM support staff

Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution

Administer and provide User Access and Exit controls

. Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'

Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work