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
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