Job Description:

• Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)

• Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact

• Allocate the incidents / service requests / change request

• Monitor, track and update the progress status of all incidents and service requests.

• Escalate incidents / service requests which are going beyond the agreed service levels

• Record customer complaints and inform the concerned management staff for appropriate actions

• Logging and tracking incidents / service request that require resolution from suppliers.

• Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.

• Finally preparing daily report for all the logs taking under the operation.

• Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool

• Providing telephonic assistance to end users where ever possible for the first level telephonic support

• Logging end users IT complaints in the call logging tool

• Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)

• Tracking end users IT complaints till closure with the support of Technical Support Engineers

• Timely triggering of escalation to technical team and Supervisor before the response and resolution violations

• Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users

• Analysis of call reports and end users feedback

• Preparation of engineer productivity report

• Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness

• Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually

• Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool

• Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template