Administrator (Support & Operations)

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

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The Administrator (Support & Operations) will independently resolve tickets, provide on-call support, and perform root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, updating the knowledge base, and achieving first call resolution within 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#tickets#customer service#SLA#root cause analysis