Software Developer

Iqura Technologies Pvt. Ltd.
  • Bangalore
  • Confidential
  • 2-5 years
  • 39 Views
  • 09 Feb 2015

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services, IT/ Technology - Hardware & Networking
Job Description

Volumes (peak volume expected: 12500 calls/month, average volume expected 10500 calls month)
o First point of contact for all Customers IT users within United States of America for IT related issues via phone, e-mail, web requests and alerts.
o Language of Support is English only
o Log incidents, trouble shooting and resolving incidents, and routing unresolved incidents to appropriate groups; answering technical queries, disseminating routine IT information to end users as per Customers IT policy, and escalating incidents and providing end-to end ownership for all logged incidents, outbound calls for status updates and validation of resolution, as needed.
o Leverage Customers available knowledge base to troubleshoot incidents
o Placement and follow up of service calls to 3rd party providers (ex: hardware failures, etc.)
o Remote control/takeover capabilities, "how to," Third party contacts, warm transfers, User ID and password change and resets for systems and applications where authority and network access is provided, and escalation and notification of tickets.
o Identify and report/escalate any trends
o Troubleshoot for hardware to isolate failure point and maintenance dispatch; troubleshooting for fault isolation and connectivity to shared devices
o Provide Continuous Service Improvement plans
o Hours of operation : 5:30 am to midnight EST
o Providing end-to-end management of all problem reports received at the Service Desk from ticket opening, through troubleshooting, to problem closure
o Work with end users for correct problem determination even if end user's IVR selection is incorrect
o Creating and/or updating Ticket Status in ticketing tool in order to ensure visibility to the end user of current status
o Services should include remote control/takeover capabilities, "how to," Third party contacts, warm transfers, User ID and password change and resets for systems and applications where authority and network access is provided, and escalation and notification of tickets.
o On-going triage of queue to prioritize down clubs or gas sites, and/or aged tickets (in order to not breach the SLA)
o Provide troubleshooting for hardware to isolate failure point and maintenance dispatch; troubleshooting for fault isolation and connectivity to shared devices
o Placement and follow up of service calls to 3rd party providers (ex: hardware failures, etc.)
o Management, review, and resolution of all system generated tickets
o Management and review of all system generated alerts (that may require new tickets to be manually created) and actions taken as appropriate
o Flex the number of agents to support peak season spikes in ticket volumes (must be trained and familiar with Customer's environment)
o Management (Open, tracking, reporting) of all vendor tickets and SLAs
o Management of Whiteboard messages on the ticketing system and the ACD system in the event of a major incident
o Prior to transferring any tickets to 2nd or 3rd Level teams within Customers environment, all required troubleshooting steps will have been performed and documented within the ticket. Any tickets transferred without this process or documentation will be returned to the Service Desk until complete. This will be a required performance metric.
o Manage production readiness requirements: Partner with Customers IT and business teams to determine training and escalation documentation and engagement
o Manage all digital and analog documentation in a secure manner to avoid compromising confidential information, business strategy, or operations
o Conduct annual documentation review to remove obsolete or unnecessary documentation and verify completeness and accuracy or existing documentation.
o Upon request, furnish to Customer all of Customers data and documentation as required for audits and other compliance activities and as needed in the normal course of business
o Identify and report/escalate any trends
o Comprehensive metrics reporting on agents, systems, SLA's, etc.
o Provide Continuous Improvement plans and/or recommendations for people, process, technology


Job Posted By

About Organisation

Iqura Technologies Pvt. Ltd.