Sampoorna Computer People Looking for Service Desk Professional Incident Management Gurgaon at Gurgaon, Haryana Full Time

Experience:
8 – 12 Years

Location:
Gurgaon

Designation:
Service Desk Professional Incident Management Gurgaon

Degree:
BA, BBA, BBA/BMS, BBI, BCA, BCom, BCS, BDES, BE-Comp/IT, BEd, BE-Other, BFA, BFM, BIS, BIT, BMS, BSc-Comp/IT, BSc-Other, BTech-Comp/IT, BTech-Other

Educational Level:
Graduate/Bachelors

Industrial Type:
IT-Hardware & Networking

Functional Area:
IT Software – Network Administration / Security

Key Skills:
LAN,WAN,Incident Management

Job Post Date:
Wednesday, February 8, 2023

Company Description

Our Client is a leading FTSE Company with a profitable turnover of more than 20 billion pounds. They are the world`s most established communications company, employing around 100,000 people in 170 countries around the world.

Their principal activities include:

• Networked IT services globally
• Local, national and international telecommunications services
• Broadband and internet products and services
• Converged fixed/mobile products and services

They are known globally as a major technology player – pioneering the digital advances that are shaping and driving the information age,helping people create, collaborate and communicate better than ever before.

Specialties: Telephony, Networking, Cloud Services, Unified Communications

Job Description

Why this job matters:
This acts as First point of escalation contact for the customer and involves stakeholder mangament , which keep us exposed day in and out close to customer and services team. Therfore, it is vital that we perform top notch to deliver best of operations support.

What I’ll be doing – your accountabilities:
Overall Shift Governance

Updating process Doc/Shared Drive and Sharepoint

Management of SLAs under Jeopardy management. Be aware of all the open critical incidents which are at risk of breaching Service Level Agreement (SLA).

Leading review calls and customer calls

Trainings to new joiners as part NJT

Queue Management during the Shift

More focus on high priority incidents and Aged Incidents under Queue management.

Customer Thermometer Assesment

Responsible for smooth handover across Shifts including critical incidents.

Efficient Task Assignment across Shifts

Quality of Incidents and Emails should be good , which should be resonated in Agent Scorcard as well.

Liaise with and assign work to client onsite team in US.

Expected to drive US queue assignment, facilitate resolution of incidents and Service Requests.

Managing customer communications related to US networks and provide timely feedback

Assist Incident Manager when required with regular ticket Quality checks like resolution codes, KCI frequency, quality etc.

Maintain customer relationship and keep customer focus at all times.

To maintain a helpful and personable approach in all dealings within the team