Job highlights
Managing and maintaining the workflow,client contacts,support contracts,SLA details,escalation matrix,performance metrics,time entries etc . as per client requirement
Providing first level of remote technical support to clients . Making sure that the tickets are responded within the required time frame to meet the SLAs .
Responsible for logging tickets, monitoring, assigning tickets to respective support engineers
Providing first level of remote technical support to clients
Making sure that the tickets are responded within the required time frame to meet the SLAs
Escalating the calls to support manager if tickets are not responded or resolved within the time
Vendor management
IT assets management
Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers
Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc
as per client requirement

📌 Service Desk Coordinator Mumbai (India)
🏢 Team Computers
📍 India