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Contact Center IT Support
Ref No.: 18-17993
Location: Jacksonville, Florida
Position Type:Full Time/Contract
Start Date: 03/17/2018
o First Point of contact for any issue impacting the Call Center Agent
o Perform Location based health checks to ensure agents can access the applications and associated infrastructure without any issues
o Assists to ensure Location wise SOD and EOD reports are published
o Ensures all the required knowledge references are accessible for agents to reduce the number of incidents related to User Training and enhances the effectiveness of the KO's (Knowledge Object's)
o Perform routine analysis on the most frequent issues experienced by the agents to perform their BAU activities and engage required support teams(L1/L2)
o Provide support for various issues including Standard and Major Incident situations
o Assist L1/L2 teams in terms of providing metrics with regards to impacts during the incident management phase and assist in trouble shooting and MTRS reduction
o Act like an incident manager for troubleshooting location based issues and get the required production support teams to drive the resolution
o Collaborate with Location Manager and establish transparency to improve service availabilities
o Act like a problem manager and ensure all incidents are analyzed at par with problem management standards to ensure the recurrence is avoided
o Provide support to evaluate and communicate the Contact Center impacts during the major incidents
o Assist in documenting the Contact Center dependencies on the Network, Desktop and Infrastructure for each domain.
o Assist in documenting the known issues and best practices to be followed for Site operational support.