Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g., Phone, email, web etc)
Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency, and impact
Allocate the incidents / service requests / change request
Monitor, track and update the progress status of all incidents and service requests.
Escalate incidents / service requests which are going beyond the agreed service levels
Record customer complaints and inform the concerned management staff for appropriate actions
Logging and tracking incidents / service request that require resolution from suppliers.
Notify IT users & on-site engineers with progress status of all queries, incidents, service requests, change requests and complaints.
Finally preparing daily report for all the logs taking under the operation.
Receiving end users IT complaints through Telephone, E-Mail & Call logging in service desk toll i.e., Manage Engine, Service now etc.
Logging end users IT complaints in the call logging tool.
Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA).
Tracking end users IT complaints till closure with the support of Technical Support Engineers
Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users.
Analysis of call reports and end user’s feedback
Preparation of engineer productivity report
Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor within the agreed timeliness.