Education: BSc, MSc,Btech - any branch, BA-English
2-4 years in Software Application Support Operation.
Relevant Experience Required:
1-2 years of L1/L2 User/Application Help Desk Support preferably in 24 X 7 support environment.
Performing Service Operations in general, for 24 X 7 support environment.
Overall responsibility for 1st level support and interface to 2nd& 3rd level support in alignment with client Operating Model and tool set.
Good up to N2 Level/ C1 level
Work in 24X7 Service Operation environment on basis of Monthly/Quarterly rotation of shift.
Complete ownership of Application Help Desk (Hotline/Email/Tickets) and resolution within defined Service Operation processes (SLA & OLA).
Send/Receive Hotline/Email/Tickets communication/interaction with end users.
Close interaction with 2nd level for any Incident/Problem/Task non-standard case and resolution.