Groupware Specialist oversees the development and deployment of the organization's groupware initiative. Defines business requirements and selects collaborative software to meet these requirements. Being a Groupware Specialist implements hardware or software, troubleshoots, and may train end-users. Typically oversees internet access, document sharing, email or other messaging systems. Additionally, Groupware Specialist coordinates with end-users to define needs or areas for improvement. Ensures that all updates or upgrades are appropriately integrated into existing networks. Provides technical support, troubleshooting and training on groupware systems and makes suggestions regarding future groupware needs. May require a bachelor's degree in area of specialty. Typically reports to a supervisor or manager. To be a Groupware Specialist typically requires 7+ years of related experience. A specialist on complex technical and business matters. Work is highly independent. May assume a team lead role for the work group. (Copyright 2024 Salary.com)
DESK SIDE SERVICES / WINDOWS PC (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 and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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