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service desk management in Bengaluru

posted:
location
bengaluru, karnataka
function
Information Technology
position type
contract
reference number
921033
contact
randstad india
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job description

?Good in both spoken and written English � Willing to work in 24X7 shift, weekends and holidays (with corresponding comp-offs) � Monitoring each ticket logged on ticketing tool. Check for correctness and report all incorrectly logged tickets back to the Global Service Desk � Call technical teams to work on tickets logged after business hours � Connect calls with client users and support staff for out-of-office hours or weekends � For unattended tickets, or unassigned tickets follow-up with support leads to get the tickets actioned � Monitor SLAs and call up the support staff for tickets about to breach SLAs � Prepare daily, weekly reports (both excel based and power point based for reporting). � Manage Critsit (P1 tickets) meetings, run conference bridges and provide periodic updates to all the stakeholder in pre-defined templates
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