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 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. Ensure all the specified SLAs are met in accordance with the customer agreement. 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.

Skills Required

Key Skills

• SERVICE DESK
• TICKETING TOOL
• CALLS
• EMAILS

Other Information