Description
Position: IT Support
Location: Budapest, Hungary
Duration: 6 months+ extendable
Client: TCS
Area of responsibility 1:
Call and Incident Management
- Handles and documents all incoming requests or incidents within the contractually agreed time frames (Response SLA) in the actual ITSM tool provided,
- Owns the ticket throughout its life cycle and ensures that all relevant information is captured, (as per Quality guidelines), follows up the cases regularly to ensure timely resolution,
- Answers incoming phone calls, email, chat and self services within agreed SLA's, handles them in accordance with relevant priority and client specific call script,
- Analyzes issues/requests and assigns on time to relevant functional teams as per assignment Matrix.
Area of responsibility 2:
Application Support
- Performs password reset and user account unlocks in business applications as per agreed SLA's,
- Troubleshoots the application problems as per available process.
Area of responsibility 3: Knowledge Management
- Learns and implements new technologies, tools, processes and policies,
- Documents new technical solutions in knowledge base (process sheets), suggests improvements to the existing ones,
- Attends all training sessions as per the Training Plan,
- Complete all mandatory internal requirement for training/learning on time,
- Actively participates and shares ideas in team meetings, individual feedback sessions.
- Dutch/Italian/Serbia/Polish