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2 months ago
Requirements and responsibilities
RDS Analyst will manage service tickets —creation, assignment, categorization, prioritization, escalation, tracking, closure, and feedback—ensuring SLA adherence and First Call Resolution. Responsibilities include providing L1 & L1.5 support via phone, email, chat, and web; logging and verifying customer details; creating tickets in CRM tools and attempting resolution using KB/Wikis; escalating unresolved tickets to L2 or PRGs as required; troubleshooting Outlook, MS Office, VPN, WebEx, Jabber, browsers, Lotus Notes, etc.; handling service requests using remote tools; proactive outage identification and callbacks; contributing to SOP creation, updates, and knowledge management; and working in a 12x5 support environment including weekends and holidays.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)