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.
Ø Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
Ø Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
Ø Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
Ø Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
Ø Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
Ø Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
Ø Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
Ø Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives