Program Governance Analyst

Location Noida Sec 4

Role and Responsibility

Provide Service Desk support to corporate users

Answering phone calls, recording incidents, providing resolution, escalating if necessary and closing request per the established SLA.

All mails to be read thoroughly and replied to all the concerned in case of escalation

Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered.

Coordinating with engineer

Closing the ticket ID with the proper resolution

Taking the user acknowledgement before closing the ticket ID.

Coordinating with various teams on all escalated issues pertaining to servers, desktops, network issues etc.

Coordinating with vendors to provide optimum services to customer & vendor performance evaluation.

Recording/tracking incidents and complaints and keeping end users informed about the status/progress.

QUALIFICATIONS

Associates Degree or equivalent educational background

Excellent customer service skills

Valuable verbal and written communication skills

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