Eagle Information Systems - Team Lead - IT Service Desk (4-7 yrs)

Role Overview :

End to end incident and service request ownership, Incident management, problem co- ordination, vendor co- ordination with agreed SLA's.

Service Ownership - SPOC for all tickets (EUC & Infra) Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and follow- up till closure within agreed SLA.

Job Description :

- Call Monitoring and escalation.

- Remote Resolution of End Users and End Point Compliance Related Issues wherever possible

- Resolving basic Calls / request of information on Phone at First Pickup

- SLA compliance and MIS Reporting

- Taking users sign- off before closing any ticket.

- Implementing best practices to reduce time and increase efficiency.

- Receive, classify, and record all calls (in ITSM Tool) and emails issues from users.

- Level 1 Single Point of Contact via telephone in English/Hindi.

- Primary mode of communication would be English.

- Problem Management - Analyze incident histories identify and make recommendations for eliminating root cause issues.

- Incident ownership, monitoring, tracking and communication with all parties.

- Escalate tickets according to agreed SLOs/SLA.

- Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users.

- Call back the user and confirm the problem resolution after the call closure.

- Publish, Highlights trends, recurring problems, FAQs, frequent users, and training needs.

- Continuous improvement in First Call Resolution (FCR) / Remote Resolution achievement ratio

- Provide update on status of outstanding calls to end users.

- E-Mail Management L1 Support for O365

- SOP Based Mailbox Creation/Group Creation

- Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.

- Escalation to UK team for Deletion/ Modification/ Movement

- Escalation to UK team in case of issue in SOP based activities

- Email Password Change assistance, if requested by user

- First Level Email Client troubleshooting

- Document standard operating procedures (SOP) - Review existing and improve.

- Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly)