Service Desk

Responsibilities: 

• Responsible for logging tickets/calls, monitoring calls, assigning call to respective customer support engineer.

• Providing first level of remote technical support to clients.

• Making sure that the tickets/calls 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 frame. 

• Follow up with clients, support engineers, managers and vendors for pending calls.

• Giving courtesy calls to clients and taking feedback from clients.

• 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. 

• Good communication.