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Yardi Support - CWR profiles

Kolkata, WB
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  • IT
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Job Details

PURPOSE OF THE JOB The Service Desk Analyst is responsible to provide the first point of contact for all IT related issues first line support for IT Systems, in accordance with incident, change, configuration and project management processes to agreed Service Level Targets.KNOWLEDGE AND EXPERIENCE Analytical problem solving skills to follow an incident or problem through to resolution. Ability to think out of the box and question existing ways of doing things at a technical and process level. Ability to collaborate with business and IT team members. Ability to communicate technical issues effectively to end users and IT team members (verbal and written).PRINCIPAL RESPONSIBILITIES Ensure incidents are resolved in a timely manner to meet defined Service Level Targets Promote the resolution of incidents at quickly and efficiently by assisting colleagues with unprompted and proactive sharing of knowledge Escalate issues to appropriate level when necessary Provide support in line with C&W Incident, Change, Configuration and Project Management processes to agreed Service Level Targets.SPECIFIC RESPONSIBILITIES Understand the basics of commercial property finance management and be fluent in terms and methods of such. Receives escalated incidents from the First Line support team via corporate incident management system; incidents are initially raised by property managers and clients. Assess overall incident queue and review according to pre-defined prioritization and SLA rules. Review incident, troubleshoot, search for root cause (in certain cases), document incremental steps towards resolution. Conduct user follow up and q&a as required. Conduct research, utilize self-service technical support tools (such as FAQs, live chat, manuals, knowledge base, etc.) to facilitate resolution. Conduct specific data work including set up of master file records, owner records, banking information and general ledger accounts Understand Yardi Voyager table structure, workflows and configuration. Write migration packages and apply these to successive Yardi environments. Test and validate data results of package changes. Provide timely escalations to Third Line support as required. Strive to achieve alignment to agreed-to Service Level targets. Resolve and close the incident within the incident management system. Provide status and communications with the constituents
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-5


Application Programming | Configuration/Release Mgmt | Desktop Support | Network Administration
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