Job Description
Company Description
RAYA Customer Experience (RAYA CX) has been a leader in next-generation BPO and customer experience management since 2001. Partnering with Fortune 1000 companies across North America, Europe, the Middle East, and Africa, RAYA CX delivers comprehensive solutions in customer service, technical support, and global services. Operating from globally competitive and highly skilled labor markets, RAYA CX leverages innovative technology and dynamic strategies to offer seamless and integrated business process outsourcing services. The company is dedicated to continuous improvement, ensuring exceptional results for its clients across a wide range of industries.
JD:
Service Desk Operations & Ticket Management:
-Serve as the first point of contact for IT -support requests via ticketing systems, email, phone, or chat.
-Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
-Ensure accurate ticket updates, -resolution notes, and timely closure.
-Escalate unresolved or complex issues to appropriate L2/L3 teams while -maintaining ownership and follow-up.
End-User Support (Hardware & Software):
-Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
-Support operating systems and common business applications.
-Assist with software installation, -configuration, and basic troubleshooting.
-Support remote and onsite users using approved remote support tools.
User Account & Access Administration
Create, modify, and deactivate user accounts in Active Directory and related systems.
-Reset passwords, manage group memberships, and support basic identity and access management tasks.
-Assist with onboarding and off boarding activities following security and HR procedures.
-Collaboration & Productivity Tools
Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
-Assist users with mailbox configuration, access issues, and basic collaboration features.
-Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).
Systems Monitoring & Basic Administration:
-Monitor IT systems, endpoints, and services using approved monitoring tools.
-Identify and report alerts, incidents, or performance issues to senior teams.
-Perform basic system checks and health verification as per documented procedures.
Delegated L2 Support Activities:
-Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
-Execute predefined scripts, standard changes, and routine administrative activities.
-Support basic network connectivity troubleshooting (wired and wireless) at the user level.
Documentation & Knowledge Management:
-Maintain accurate documentation for resolved issues, procedures, and FAQs.
-Contribute to the service desk knowledge base and operational runbooks.
-Follow standard operating procedures and update documentation when changes occur.
Customer Experience & Continuous Improvement:
-Deliver professional, courteous, and -customer-focused support at all times.
-Ensure compliance with IT policies, security guidelines, and data handling standards.
