Provide a single point of contact for the agreed Financial services tool
Monitor the Financial services tool for open and pending tickets raised by Customers end-user.
Receive incidents, service requests, queries, and change requests from Customers end users or IT staff through one of the agreed modes of communication
Log tickets in the helpdesk tool on behalf of users making service requests over phone and /or email.
Log tickets generated by alerts in the tools.
For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group
Provide first level support for the issues using available knowledge base and standard operating procedures wherever possible (Updates of Pending Calls, Process for any request, Transferring calls to respective teams for information)
Route calls to the appropriate support team such as user management group, mail management group.
Route calls to the vendors in case of issues pertaining to vendors
Follow up with Backend, Apps, Client Support, Vendor or Customers technical team for incident status and manage notifications and escalation
Update incident status to users periodically and as per the communication standards
Escalating the Issues to Team Leads, Ops Manager and Crisil Manager, if not getting any support from the teams.
Manage the temporary deployment of IT assets for meetings, WFH or otherwise and ensure the same are returned back to IT Team
Taking the Feedback from users for Helpdesk Support
Publishing Critical Incident Notification\Planned Activity Notification to User and Management
With 1,38,000 employees worldwide, Client is a Fortune 500 global IT services company that leads digital transformations for customers by managing and modernizing mission-critical systems, integrating them with new digital solutions to produce better business outcomes.
The company has established more than 200 industry-leading global Partner Network relationships, including 15 strategic partners: Amazon Web Services, AT&T, Dell EMC, Google Cloud, HCL, HP, HPE, IBM, Micro Focus, Microsoft, Oracle, PwC, SAP, ServiceNow and VMware.
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