Administrator (Support & Operations)

Technology, Data & Digital · Technology and Services · IT Infrastructure & Security

Smart Summary

AI-generated overview of this position

This role involves independently resolving tickets and providing on-call support with a focus on root cause analysis to ensure positive customer feedback. Key responsibilities include adhering to quality standards, managing escalations, updating the knowledge base, and ensuring customer satisfaction through First Call Resolution within agreed SLAs.

Job Summary

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

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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#Support#Operations#Administrator#Ticket Resolution#Root Cause Analysis#Customer Feedback#SLA Management