Skills: Desk Side Services, AMT Asset Management Software, Windows PC, Hardware Management, Printers, Hardware Asset Management, MAC Hardware Management, Root Cause Analysis, Trend Analysis
Job Summary
To ensure on-time resolution of escalations/incidents through productive analysis as per the SLA and quality norms and ensure positive customer satisfaction.
Desk Side Services, AMT Asset Management Software, Windows PC, Hardware Mgmt - Printers, Hardware Asset Management, MAC Hardware Mgmt Team Management Track Manager - Desk Side Services, AMT Asset Management Software Track Manager - Desk Side Services, AMT Asset Management Software
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2.
To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Skill Requirements
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Other Requirements
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