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Servicedesk

Tata Consultancy Services Limited

2 - 10 years

3 - 7 Lacs

Bengaluru / Bangalore Karnataka India

Posted:1 week ago| Platform: Foundit logo

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Skills Required

SPOC

Work Mode

On-site

Job Type

Full Time

Job Description

Role- Service Desk Job Description 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 systems 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 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.

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