RDS

This is a remote position.

Role purpose: The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

He/She should follow KEDBs Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

To provideL1 and L1.5 support; answering support queries via phone email Chat and Web from end user or SD L1 team

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user problems and be proactive when dealing with user issues.

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in CRM tool

Referring KB for workaround / resolution and attempting resolution

Strong interpersonal skills are a prerequisite.

Ability to work effectively in a dispersed team and individually.

Ticket reassignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)

Ticket reassignment to PRGs if ticket unresolved by L1.5 (where ever applicable)

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation

Creating child tickets and tagging them with problem ticket

Callback the user and confirm resolution (where ever applicable)

Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN Chrome / Safari IE Firefox Lotus Notes etc as per scope document and SOW

Handling Emails & Service Requests using Remote tools

Handling Technical issues of L1 and issues where L1 scope doesn t include a resolution or out of scope issues of L1

Discuss technical and process updates with teams contribute in technical and process updates/trainings