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Analyst
Location: North Carolina, USA
Experience : 0-2.5 Years
Job Description:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
To maintain high login Efficiency (Availability) for customers
To resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
To update worklogs and follow shiftor escalation process and process compliance
Work on value adding activities such Knowledge base update and self development
Qualification : BE/B. Tech/Beng
