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Service Desk

Required Skills:

  Service Desk
Location:  Mumbai
Employment Type:  Contract
Experience:  2-4 yrs.
Valid Through:  27-05-2018

Job Description:

 

- Service Desk Management - Team Management - Vendor Co ordination - Prepare & maintain Site Ops manual for project. - Develop/ generate MIS reports as per IBM specified requirements on periodic basis before agreed date with correct and verified data - Meet contractually agreed SLAs and report in monthly MIS. Track & follow-up with designated group, service provider to ensure the same - Conduct weekly / monthly review with customer and publish MOM - Ensure availability and compliance of SOPs for the account, review and modify as and when needed - Ensure availability of Asset Database compliance / management - Interface with and coordinate problem determination and resolution with the IBM Focal Point and /or Third Party service providers - Maintain Help Desk operational processes and procedures provided by IBM - Achieve a rating of 4 or 5 (on a scale of 5) during monthly review - Ensure timely submission of mandatory reports as and when requested by IBM PM. - Maintain an escalation/notification contact list of Vendor Focal Point, including names and telephone, pager, fax numbers, and provide to IBM for distribution. - Act as an escalation point. Attend and resolve escalations from support engineers - Ensure the team meets targets of First Call Resolution and Customer Satisfaction. - Performance management for assigned Team. - Identify Training Need Analysis - Deliverables: Monthly MIS Reports Measurement Method: Reporting in Excel Sheets / PPT

 

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