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- Provide Level 1 support for all in scope of service via Phone/Chat/Email.
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- Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
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- Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
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- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
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- Develop, establish and maintain call prioritization guidelines and escalation procedures.
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- Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time.
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- ServiceNow Queue Management - Incident, Service Request, Problem & Change.
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- Ensure all the specified SLAs are met in accordance with the customer agreement.
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- Maintain and drive the call quality keeping customer satisfaction as priority.
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- Escalate customer concerns on a timely basis and follow up to closure.
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- Take end to end ownership of call and ticket to ensure timely closure and resolution.
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- Follow the quality parameters as specified by the quality protocol and process to be followed.
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- Comfortable with a 24x7 shift schedule.
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- Positive Communication Skills
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- 100% Work from Office
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nKey responsibilities:
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- Knowledge Service Desk environment
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- Knowledge of ITSM Tool Service Now
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- Knowledge of ITIL Processes
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- Active Directory, ServiceNow, Office365, Windows Troubleshooting Skills
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