Job Description

Job Title : FSO – Field Service Officer

Location : East Peoria, IL

Job Description:

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Please refer the updated JD below and share some relevant resumes ASAP.

• 3-4 yrs of University education post High school (B.Sc. or Diploma)
• 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
• 3-5 years Field Services, customer service, and support experience with problem solving involving hardware, software, and networks.
• Strong hold on Service now Reporting
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal abilities.
• Proficiency with Excel and SharePoint.
• Experience in End to End inventory management and logistics.
• Ability to handle client escalations and provide team support.
• People Management
• End to End inventory management, Service now reporting and proficiency in Excel is a must
• Disciplined, systematic problem solving skills required.
• Analysis on performance
• Root cause analysis and preparing Major Incident Reports
• Installations, moves, adds, and changes (IMACs)
• Able to work well with little direction and in a team atmosphere
• Ability to manage multiple projects each with critical deadlines simultaneously

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