Remote Desktop Services (RDS)Analyst

Job Description

Role purpose:
Level 1.5
– The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/escalation/ tracking/ closure and feedback
– 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 re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)
– Ticket reassignment to PRG’s if ticket unresolved by L1.5 (where ever applicable)
– Recording trend of calls and identifying outages proactively