Meenu J.

2nd level support for the end customer desktops. Generally, CTS agent tasks include breakfix/solving problems on general BCE platform like Lotus Notes, Prinetrs, Virtual Private Network. monitoring problem management system for ticket progress (only CTS Tickets) track and handle CTS problem management queue perform problem diagnosis by dialogue with end-user provide basic "on-the-job" training to end users performing software issues / Fix activities perform remote control on user PC to solve problem update ticket status on regular basis forward unsolved problem ticket to relevant resolver group (only CTS tickets) provide guidance to Distributed Client Services for onsite interventions using the correct call closure and activity action codes closing tickets with user agreement (only when in contact with user) update knowledge base documentation identify problem candidates for automation