• Provide 2nd level on-site and remote IT support to the service desk. • Respond to, troubleshoot and resolve end-user computer hardware and software issues. • Provide hands-on support for SME teams for local Infrastructure (Server, Network, Security) • Support SME team initiatives and deployments. • Manage local computer assets and refresh process • Participate in local, regional and global IT projects and initiatives as directed. • Maintain stable and operational local IT Infrastructure environment • Identify and highlight continuous improvement actions • Log tickets in remedy system for all support work • Maintain global IT standards and processes • Provide emergency out of hours emergency support on-site when required • Maintain local server backup Infrastructure and off-site tape rotation • Engage in collaboration with the wider Ireland, regional and global technical teams. • Other responsibilities as directed
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases