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Hiring For EUC Lead

5.00 to 7.00 Years   Pune   26 Sep, 2023
HARJAI COMPUTERS PRIVATE LIMITED
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryOthers
Functional AreaOthers
EmploymentTypeFull-time

Job Description

    Job description -Year of Experience 5-7 YearsNotice - Immediate - 15 days
    • Agreed KPIs fulfilment on coordination with Business and Internal team on completion.
    • Reporting Preparation and Review
    • Enablement of Training Session to reports
    • Ensure all the Tickets are closed within the Response and Resolution SLAs agreed
    • Track all the Tickets in the Queue closely and ensure timely and right update of the Ticket statuses
    • Collaborate with multiple support groups to achieve the resolution as soon as possible
    • Focus on minimizing the business impact in parallel while working for the resolution
    • Ensure Process adherence is achieved and there are no compliance issues
    • Monitor and report on process performance to the Customer and Senior Management
    • Maintain effective communication with all key stakeholders, Senior Management, Customers, Users, and technical staff
    • Being in Process and Service improvements in the Engagement as required
    • Maintain Shift roster and proper shift handover during the Shift changes
    • Review end user CSAT and initiate corrective actions as required
    • Respond to Customer and Internal escalations and implement the suggested actions
    • Conduct the Process refresher trainings to maintain the Process awareness and adherence
    • Ensure Ticket audit is done, and the corrective actions are taken
    • Review ticket backlogs, tickets nearing missing the SLAs, tickets on hold for a long time
    • Prepare the Trend reports to provide required inputs to Problem management practice
    • Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements
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Keyskills :
senior managementit service management

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