LMS Helpdesk admin

Job description

Job Description

Conduct operational platform tasks and perform second-level diagnosis and troubleshooting support to end-users and customers. Working under minimal supervision, specialists utilize a corporate help desk ticket system in addition to receiving email inquiries in order to provide support in accordance with established policies and processes. Also escalate complex incidents to third-level and Vendor support personnel.

Provide technical assistance & support for incoming queries and issues related to the Cornerstone platform migration/operation. • Manage content deployment responsibilities for WBT/ILT/Virtual training events • Provide catalog management services • Monitor service desk for tickets assigned to the queue and process first- in first- out based on priority • Respond to email messages for customers seeking help • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources • Utilize excellent customer service skills and exceed customers’ expectations.

Meet advertised SLA/OLA standards • Customer Satisfaction Score • Agent Utilization • First Contact Resolution Rate • First Level Resolution Rate • Agent Satisfaction • Aggregate Service Desk Performance
Position Title

LMS Helpdesk admin

Desired profile

Minimum requirements

Graduate /MBA HR Proficiency in English (written and spoken). • Learning Experience – 3 years minimum LAS Administration English. • Cornerstone experience preferred but not required. • Proven working experience in providing help desk support. • Proficiency in English (written and spoken). • Working knowledge of help desk software and remote control.
Job Type

Full Time
Country

India
Work Location

Hyderabad
Functional Area

Human Resources
Division

NBS
Business Unit

HR NBS
Employment Type

Regular
Company/Legal Entity

Nov Hltcr Shared Services Ind