It Help Desk Coordinator
Compunnel Technology India Private Limited Noida
Job Description
Job Description:
- responsible for the daily operations activity and service desk tickets like: - IT Portal queue management, ticket assignment, and logging on behalf of the IT team and end users, if required.
- Timely inform end users about their registered incident to avoid any escalation due to communication gaps. Act as a link between end users and higher-level support.
- Analyze the daily open, weekly, and monthly incidents.
- Escalate to the cross-functional IT team for any long-duration ticket and take the corrective approach to resolve the ticket timely.
- Maintain the tickets SLA, analyze and inform IT team to resolve tickets in defined ticket SLA.
- Review the IT tickets survey (C-SAT) and discuss with end users any negative survey.
- Discuss with end users post-closure of registered tickets and gather more IT surveys.
- Responsible for IT Meeting arrangements and presentations.
- Deep Analyse the TOP Priorities incidents and share them with the IT management.
- Analyze the daily open, weekly, and monthly incidents.
- Escalate to the cross-functional IT team for any long-duration ticket and take a corrective approach to resolve the ticket timely.
- Maintain the tickets SLA, analyze and inform IT team to resolve tickets in defined ticket SLA.
- Review the IT tickets survey (C-SAT) and discuss with end users any negative survey.
- Discuss with end-user post-closure of the registered tickets and gather more IT surveys.
- Responsible for IT Meeting arrangements and presentations.
- Deep Analyse the TOP Priorities incidents and share them with the IT management.
Acuity IT Solutions Private LimitedNoida
Job Description
1
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