Service Level Technician
7 days ago
Qualifications:
- An Associate's degree in computer science or related field
- Proven experience in Programmer Field
- At Least 1 year of IT support or Workforce experience in a BPO Setup
- Excellent communication and interpersonal skills
- A strong working knowledge of computer systems (Hardware and Software aspects)
- Analytical and problem-solving skills to troubleshoot and diagnose issues
- Ability to work well in a team
- Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas
- Eye for detail and quick response time
- Ability to drive compliance & process adherence
Key Responsibilities:
- Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements
- Seek opportunities to further streamline, automate and improve processes.
- Proactively works with the operations managers to ensure that staffing requirements and seat allocations are understood and being addressed
- Responsible for analyzing call and staff forecasts to identify needs and corrections.
- Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
- Responsible for the maintenance, configurations, and reliable operation of computer systems and network services.
- Real-time adherence, monitoring and communications. Produces and analyzes daily efficiency reports and communicate staffing discrepancies to stakeholders
- Publish reports required by stakeholders
- Time management skills to provide updates and fixes within a promised time frame
- Other assigned tasks as required by the business
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