Helpdesk support / India / Bengaluru / 1 Year Experience

SIDE Ticketing Publishing Helpdesk KPI Windows SLAS Monitoring CRM

Shared services 24/7
Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.
Register,Prioritizing and Categorization of ticket and taking remote capture to resolve.
Providing ticket number to user via phone, E-mail.
Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.
Updating users on the ticket progress.
Allocation to desk side support if desk side intervention required.
Following up of ticket to closure.
Reduce Turnaround time and increase computing time.
Checking KB for Known errors.
Closure of tickets in the CRM tool.
Escalating to customer / end users as appropriate.
Escalating to next level support.
Tracking of mails and logging tickets accordingly.
Responding to mails with updates on the same business day.
Providing reports as and when required.
Logging Incident in other tools if applicable.
Preparing Incident checklist.
Updating the customer on ticket progress.
Generating new articles for Knowledge Base and publishing the same.
Provide reference of relevant ticket.
Monitor and record the IT downtime for individual / shift.
Shift Hand over / take over.
Adherence to SLAs and all the KPI metrics derived for individual, Role, program.
Improvements to call response / resolution TAT.