ØShared services 24/7
Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.
Ø Register,Prioritizing and Categorization of ticket and taking remote capture to resolve.Ø Providing ticket number to user via phone, E-mail.
Ø Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.
Ø Updating users on the ticket progress.
Ø Allocation to desk side support if desk side intervention required.
Ø Following up of ticket to closure.
Ø Reduce Turnaround time and increase computing time.
Ø Checking KB for Known errors.
Ø Closure of tickets in the CRM tool.
Ø Escalating to customer / end users as appropriate.
Ø Escalating to next level support.
Ø Tracking of mails and logging tickets accordingly.
Ø Responding to mails with updates on the same business day.
Ø Providing reports as and when required.
Ø Logging Incident in other tools if applicable.
Ø Preparing Incident checklist.
Ø Updating the customer on ticket progress.
Ø Generating new articles for Knowledge Base and publishing the same.
Ø Provide reference of relevant ticket.
Ø Monitor and record the IT downtime for individual / shift.
Ø Shift Hand over / take over.
Ø Adherence to SLAs and all the KPI metrics derived for individual, Role, program.
Ø Improvements to call response / resolution “TAT.
Job Type: Full-time
Roles and Responsibilities : – Should be able to troubleshoot laptops, desktops, firewall, router, printer etc. Knowledge of Windows and...
Apply For This JobDescription Semi-Tech Support Job Duties Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the...
Apply For This JobIdentifying hardware and software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Resolving network issues. Installing and configuring hardware and...
Apply For This JobCalling all System Administrators! We are seeking a talented and experienced System Administrator to join our dynamic team in Ratnagiri!...
Apply For This JobAbout VERITAS Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated...
Apply For This JobWe are looking for an HR Recruiter to manage our full cycle recruitment, from identifying potential hires to interviewing and...
Apply For This Job