Work in a shift as per the roster (the service operates on 24/7/365 basis. Shift duty is mandatory including nights and weekend shifts.)
Manage the resolution of problems, design knowledge base, workaround and presentation on the known errors:
Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration etc.
Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on Urgency and Impact of the issue;
Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
Troubleshoot the issues by remote connection to user’s machine under different environments. To troubleshoot, interpret problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties.
Carry out Configuration Management to track Configuration Items (Cis) and the dependencies between them, such as but not limited to SCOPE devices. Communicate with clients and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary
Maintain a very high level of FCR (First Contact Resolution Rate) to regularly develop troubleshooting flowcharts, utilization and contribution to knowledge management resources to achieve faster resolution and higher FCR
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