Administrator (Support & Operations)

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

Smart Summary

AI-generated overview of this position

The Administrator (Support & Operations) will independently resolve tickets, provide on-call support, and conduct root cause analysis to ensure positive customer feedback and satisfaction. Responsibilities include adhering to quality standards, managing escalations, updating knowledge bases, training new analysts, and meeting ticket resolution 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#Customer Service#IT Support#Ticket Resolution#Root Cause Analysis#SLA Management#Customer Feedback