- First level call handling for all end user support issues (through email or calls or chat/IM sessions)
- Call Logging ,Ticket Logging and Tracking
- Assigning the severity level to each Ticket
- Assigning the ticket to the respective discipline
- Ticket / Call Closure
- First Level Problem Resolution
- Call back to clarify issues or confirm closures
- Hardware diagnosis using remote access tools (Teamviewer or equivalent to be provided by Cypress)
- Basics of desktop troubleshooting. Operating system, office applications etc..
- Desktop Apps installation
- MS Office Trouble shooting / mail box configuration
- Antivirus updates
- OS trouble Shooting (Linux, Unix, and flavors of Windows)
- OS Critical Patch Updates (Linux, Unix, and flavors of Windows)
- Proactively collaborate with customer and encourage participation in NPS
- Educate customers with corporate SLA
- Application support teams need to have reasonable level of proficiency in SQL, Unix/C and Java to enable proper trouble shooting and problem solving.
Tuesday, April 12, 2011
Job Openings for L1 Service Desk / Helpdesk analyst in Bangalore
Job Openings for Java-Oracle-Unix in Bangalore
- Understand the Functional requirements
- Prepare Test Plans
- Prepare program specifications
- Develop program
- Self/Unit Test using Test plan
- Debug the unit tested programs
- Independent Unit test of others programs
- Prepare documentation
- Assist ML/PL in requirements gathering process
- Assist ML/PL in analysis of customer requirements
- Assist ML/PL in design of software systems
- Acquire business domain knowledge of the application
Key Responsibilities
- Install the application in Test or Production Environment
- Configure the application based on Client Needs
- Conduct tests to validate installation
- Discuss Customization/Enhancement requirements with the customer and Project Manager
- Implement customization/enhancement requirements
- Provide resolutions to defects reported by the customer
- Provide clarification to end user queries
- Conduct training of end users
Job Openings for Sales Admin Head in Mumbai
The primary functions of the SAH is to ensure prompt execution of orders/services to the trade, efficient handling of legal cases, effective administration, NIL IR problems, complete statute compliance, ensuring strict compliance of company systems and procedures
Key Responsibilities
- He will be responsible for timely submission of all the MIS / Reports to all concerned.
- He should be an effective leader with a positive attitude to assist the sales team as and when required
Job Openings for Java team Lead
Java Oracle Unix
Key Responsibilities
- Define scope and boundaries of the system
- Engage the customer in finalization of scope
- Define application architecture
- Design the process and data model
- Guide the system analyst and module leader in design
- Define checklists, templates and processes to be followed in the project
- Prepare project schedule
- Manage a part or the complete project
- Ensure customer commitment are met on time
- Prepare system test plan, design test cases and setup test data
- Conduct design review
- Conduct code review
- Conduct performance evaluation and tune application performance
- Provide Technical Assistance to the project team
- Conduct performance appraisal of team members
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