Specialist

Job Description (Posting).

L2 Desk side support:JD: Dealing with hardware and application support queries and issues reported to thesupport desk and escalated to the Desktop Support Engineers Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases