Remote desktop support - Diverse Linx

Hi
Hope you are doing great !
I have below job position please go through it and if interested please reply

Title : Remote Desktop Services (RDS) Analyst / Level 1.5
Location : Plano , TX onsite
Full time position

Role purpose:

• The RDS (Remote Desktop Support) Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
• To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1.5 (where ever applicable)
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN,
• Chrome / Safari, IE, Firefox, Lotus Notes etc as per scope document and SOW
• Handling Emails & Service Requests using Remote tools
• Handling Technical issues of L1 and issues where L1 scope doesn t include a resolution or out of scope issues of L1
• Discuss technical and process updates with teams, contribute in technical and process updates/training

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.