Must-Have:
• Provide Level 1 support for all in scope of service via Phone/Chat/Email.
• 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.
• 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.
• Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
• Develop, establish and maintain call prioritization guidelines and escalation procedures.
• Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time.
• ServiceNow Queue Management - Incident, Service Request, Problem & Change.
• Ensure all the specified SLAs are met in accordance with the customer agreement.
• Maintain and drive the call quality keeping customer satisfaction as priority.
• Escalate customer concerns on a timely basis and follow up to closure.
• Take end to end ownership of call and ticket to ensure timely closure and resolution.
• Follow the quality parameters as specified by the quality protocol and process to be followed.
• Comfortable with a 24x7 shift schedule.
• Good Communication Skills
• 100% Work from Office
Key responsibilities:
• Knowledge Service Desk workplace
• Knowledge of ITSM Tool Service Now
• Knowledge of ITIL Processes
• Active Directory, ServiceNow, Office365, Windows Troubleshooting Skills