As a Service Desk Analyst, I ensure the following is provided to end-users:
• Assist customers with i----------- resolution or service request management, like break-fix and information.
• Handles communication with the users in a proper and timely manner via email, calls, and through the ticketing system - iNeed.
• Escalate to the next level of support to work on issues that require higher-level resolution.
As a Major I----------- Manager, I ensure the following is accomplished:
• Assume end-to-end ownership of Major I----------- declared by the client.
• Gathers and compiles i----------- data for communications at the beginning, during and after a major i-----------.
• Major Events are communicated to the customer in a proper and timely manner via email, chat and conference bridge.
• Drive and engage all vital teams to work on the resolution of a major events.
• Facilitate direct escalation on behalf of the customer to the applicable team experts for fault resolution.
• Monitors and reactive on network alerts. We uses Alarm Handler, ETMS ticketing tool and Service NOW.
