Roles and Responsibilities
· Receive and record incidents, service requests from customers and internal team, through the agreed modes of communication (E.g. Phone, email, web etc)
· Logging end users IT complaints in the call logging tool
· Classify and prioritize the incidents/service requests / change requests as per the defined categories, urgency and impact
· Allocate the incidents/service requests /change request
· Sensible allocation of calls based on the severity in line with the Service Level Agreement (SLA)
· Monitor, track and update the progress status of all incidents and service requests
· 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 of violations
· 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 requests that require resolution from suppliers.
· Notify IT users & on-site engineers with the progress status of all queries, incidents, service requests, change requests and complaints.
· Getting the transactional feedback from end users after closure of the calls by doing the necessary follow-ups with location engineers and end users
· Analysis of call reports and end users feedback
· Preparation of engineer productivity report
· Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor within the agreed timelines
Job Types: Full-time, Regular / Permanent
Salary: ₹12,000.00 – ₹20,000.00 per month
Benefits:
Schedule:
Supplemental pay types:
Ability to commute/relocate:
Experience:
Work Location: One location
Speak with the employer
+91 9150009853
Job Description Company: Sazpin Software Pvt. Ltd. Location: Hyderabad Job Description: Looking for 0 2-year experience IT Administrator. We are...
Apply For This JobAbout Us At Microsoft, we embrace the company mission to help empower every person and every organization on the planet...
Apply For This JobOPUSYS TECHNOLOGIES is currently seeking a dynamic and results-driven IT Sales Executive to join our sales team. In this role,...
Apply For This JobJob Description Job Description (Role and Responsibilities):Role: Management Consulting Workstream team: GroupIT (Enterprise-IT organization within Capgemini): Environmental Sustainability (transversal service...
Apply For This Jobneed fresh and 1-2 years of experience network engineers.interested candiodates send your resume. Job Types: Full-time, Regular / Permanent, Fresher...
Apply For This JobMumbai eading and Contributing to engineering efforts through planning, prioritizing and day to day project management of cement group. Collaborating...
Apply For This Job