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Helpdesk Support - Atlanta, United States - Ampcus
Description
Role:
Helpdesk Support
Work location:
Atlanta , GA , Onsite
JOB DESCRIPTION
" L1.5/L2 Support, ServiceNow, ITIL,
experience in a similar role, preferably in a technical support environment.
Excellent Communication
Any Telemetry knowledge (NewRelic/Splunk/App Dynamics, Dynatrace...) is added advantage
Excellent communication skills, both verbal and written.
Analytical mindset with the ability to interpret data and trends.
Proficiency in using support ticketing systems and monitoring tools.
Ability to work effectively in a fast-paced, dynamic environment.
Key responsibilities :
Monitoring:
Monitor and perform Level 1.5 and Level 2 support activities.
Handle Support Operations:
Handle incidents, and requests.
Escalation Management:
Timely escalation of the issues to other IT teams and Active participation during Major incident calls
Collaborate with other IT teams to expedite resolution and minimize business impact.
Quality Assurance:
Conduct regular reviews and audits of support interactions, tickets, alerts o ensure adherence to quality standards and procedures. Provide feedback and coaching to support agents as needed to maintain high-quality service delivery.
Performance Analysis:
Analyze support metrics and performance data to identify trends, areas for improvement, and opportunities to enhance efficiency and effectiveness.
Generate reports and provide insights to management on support team performance.Documentation and Knowledge Management:
Ensure that support processes, procedures, and troubleshooting guides are accurately documented and regularly updated. Facilitate knowledge sharing and collaboration among support teams to improve overall efficiency and effectiveness.
Customer Satisfaction:
Monitor customer feedback and satisfaction levels related to support interactions and services. Implement initiatives to address customer concerns and enhance overall satisfaction with support services.
Compliance and Standards Adherence:
Ensure compliance with organizational policies, procedures, and industry standards related to support operations, data privacy, and security."
Thank You