Desktop support for L2/L3 engineer

Greetings from DXC Technology,

Hiring for Remote Desktop support for L2/L3 engineers

Interview Date: 19th Dec'19

The analyst will need to handle escalated/unresolved/complex cases.

*This profile involves calling users to resolve these complex escalated issues via Remote Desktop Takeover.

* Willingness to work in a 24 X 7 environment is a mandate, interested to work in voice process

*Strong and proven technical track record in customer support areas like consumer / commercial / value / managed services product support

* Preferably prior experience of training groups of agents or mentoring on technical issues

* Monitor tickets bins of all agents

* Is able to handle elevation calls with excellent communication skills

* A forerunner of ideas

* Owner for the quality model deliverable

* Performs daily / weekly / monthly ticket audits

* Assists in making the kB more robust.

* Analysis of 1st level data RCA findings and assists implementation of short term and long term improvement

* Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans

Feel free to contact US!

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