Job Description

Role: System Admin/IT help desk/Network Admin

Location: Cary, NC
Duration: Contract

Job Description:

· 24X7 Support

• To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback

• To provide support for on call escalations and doing root cause analysis of given issue

• To independently resolve tickets within agreed SLA of ticket volume and time

• To adhere to quality standards, regulatory requirements and company policies

• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts

• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases