Service Level Technician

Key responsibilities

• Ensure all standard reporting/dashboard maintenance activities are delivered to high quality, according to service level agreements
• Seek opportunities to further streamline, automate and improve processes
• Proactively work with operations managers to ensure staffing requirements and seat allocations are understood and being addressed
• Analyze call and staff forecasts to identify needs and corrections
• Provide real-time assistance in troubleshooting hardware and software concerns by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Maintain, configure, and ensure reliable operation of computer systems and network services
• Monitor real-time adherence and communications, produce and analyze daily efficiency reports, and communicate staffing discrepancies to stakeholders
• Publish reports required by stakeholders
• Provide updates and fixes within promised time frames

About you

• Associate's degree in computer science or related field
• At least 1 year of experience in IT support or Workforce experience in a BPO Setup
• Excellent communication and interpersonal skills
• Strong working knowledge of computer systems (Hardware and Software aspects)
• Analytical and problem-solving skills to troubleshoot and diagnose issues
• Ability to work well in a team
• Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas
• Eye for detail and quick response time
• Ability to drive compliance and process adherence