Conduent NICE \IEX Support Analyst I in Bangalore, India
NICE \IEX Support Analyst I
Provide L1 / L2 Support ,
Must be flexible to work days, evenings and weekends as needed.
Assist department members with special projects, maintain excellent communication with Xerox clients, Tier 1, Tier 2 and NOC teams with a wide variety of issues that can occur at the time of service window.
Download and interpret server log files, research and determine the level of error code and which files are affected.
Work SR (Service Requests) and IR (Incident Requests) meaning internal/external issues reported/found during installation or MAC (Move/Add/Change) job by identifying or confirming clients administrative issues (setting up schedules, call forecasting, loading software) or technical issues (hardware, software, functionality, bugs); exploring and/or isolating issues with Tier 1 & 2 CSE, NOC, and internal support staff as well prioritizing criticality of a open service request.
Maintaining the workforce management hierarchy database. Perform configuration audits and changes based on new requirements.
Triage, troubleshoot problems, resolve and escalate to the next support level.
Ensure that the relevant system access is configured for all team members with compliance requirements in mind, need to know, privilege separation, tiered support model.
Work with user experience to ensure product usability through required maintenance requests and change controls.
Provide server support through scheduled maintenance requests and emergency change controls.
Job IM Support
Primary Location India-Karnataka-Bangalore
Unposting Date Aug 1, 2018, 11:59:00 PM
Req ID: 18010749