Administrator (Support & Operations)

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

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The Administrator (Support & Operations) role focuses on independently resolving tickets, providing on-call support, and performing root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, managing escalations, updating knowledge bases, and achieving 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#On-call Support#Root Cause Analysis#Customer Feedback#SLA Management#Customer Experience