Field Service Operations Specialist
Field Service Operations Specialist
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Job Description
The Field Service Operations Specialist is a vital member of the Field Service Operations team providing highquality deskside support technical expertise and excellent customer service. This role involves frequent interaction with endusers peers and managers offering facetoface support for service requests and onsite problem resolution. The candidate will also collaborate with other IT teams including Audio Visual Network and Server teams to deliver comprehensive handsandeyes support.
Key Responsibilities:-
Customer Support:
- Provide prompt deskside support for service requests and resolve onsite technical issues.
- Ensure a positive customer experience with First Call Resolution (FCR) and minimal rejected resolutions or reopened cases.
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Ticket Resolution:
- Independently resolve service tickets within the agreed SLA for ticket volume and resolution time.
- Conduct root cause analysis for escalated issues and provide oncall support when required.
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Collaboration:
- Work in a team environment to resolve issues collaboratively and support other Site Services members.
- Provide handsandeyes support for other IT teams including Audio Visual Network and Server teams.
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Quality and Compliance:
- Adhere to quality standards company policies and regulatory requirements.
- Update and maintain the knowledge base to enhance operational efficiency.
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Training and Knowledge Sharing:
- Contribute to valueadded activities such as training freshers and coaching analysts.
- Strong technical expertise in IT support and problem resolution.
- Excellent customer service skills with a collaborative team mindset.
- Ability to work independently and handle multiple priorities efficiently.
- Familiarity with handson support for Audio Visual Network and Server systems is a plus.
- Strong adherence to SLA timelines and quality standards.
- High customer satisfaction (CSAT) through efficient and timely resolutions.
- Regular updates to the knowledge base to enhance team learning and efficiency.
- Effective collaboration with peers and other IT teams for seamless issue resolution.
Employment Type
Full Time
