Service Customer Care

Sathish Email:-*********@*****.*** IT Service Desk Support Analyst Mobile:-+91-814*******

Professional Summary:

●Strongly skilled and dedicated Service Desk Support Analyst with a superior work ethic and client satisfaction record. Proficient multitasked able to bring a high number of immediate projects to completion with precision and professionalism.

Education:

●Post-Graduation in Computer Science & Information Technology from

University of Wolver Hampton.

●Bachelor's Degree in Computer Science & Information Technology from Jawaharlal Nehru Technological University Hyderabad.

Work Experience:

Company: EIT Services India Private Limited

Role : Service Delivery Consultant

Year : February 2017- December 2018

●Dealing with customers via meeting, phone, email and other means of communication, in a professional and efficient manner.

●Monitoring Incident Management team levels of performance against agreed quality standards and KPIs

●Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT

●Checking in Snow for any alerts.

●Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue.

●Managing the Critical Incidents and provide workaround within the given SLA

●Run the Bridge call for all Critical incidents with all required teams.

●Following up and working with teams to ensure aging incidents are resolved quickly

●Monitoring the High priority tickets and acting accordingly.

●Assign unresolved Incidents to appropriate Tier 2 Support Group

●Log all Incident/Service Request details, allocating categorization and prioritization codes

●Checking in Snow for any alerts.

●Escalate Major Incidents to the Incident or Problem Manager

●Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

●Adhere to the Responsibilities detailed in the Incident Process

●Owns all Incidents and Service Requests throughout the lifecycle

●Own incidents from end to end, ensuring accurate and timely updates are maintained in the incident management system.

●Ensured that all IT teams followed the incident management process, SLA’s for every incident.

●Ensure that Incident Management KPIs are recorded and their targets met

●Ensure that the detection, initial diagnosis and prioritization of all incidents is effectively and consistently applied.

●Escalating and identify any critical issues.

● Answering incoming calls from clients, processing emails and logging calls.

●Monitoring of all users SLAs, and internal OLAs for both Incidents and Service Requests

●Creating logs in the internal share point for all the calls answered towards the ticket status.

●Lead incidents, coordinating and directing multiple subject matter experts internal and external to the organization

●Ensuring the calls are resolved by providing the required information or transferring to the respective technology on the provided phone numbers

●Provide quality customer service with excellent problem solving skills.

●Monitoring the status and progress towards resolution of assigned Incidents

●Ensure Service Desk phones are answered, voicemails and e-mails responded to and physical space staffed during business hours

●Ensure customer service satisfaction and enable continuous improvements

●Monitor and respond to incoming support calls and emails.

● Prior experience working with Service Now or other support portal tools

●Excellent Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies

Company: Mindteck

Role : Customer Support Representative

Year : October 2015- February 2017

Responsibilities:

●Provide a world class support service to a geographically diverse user base.

●Answer numerous calls in a high-volume call center environment. Resolve customer complaints and ensure calls are handled in a professional and prompt manner.

●Strong process awareness and ability to manage incidents, problems and customer escalations

●Ensure all issues are tracked and work closely with business development managers to prioritize resolution

●Provide an accurate record of each call in incident management tracking tool

●Handle customer inquiries over the phone, by live chat and by email.

●Providing the first call resolution, while following strict procedures that meet compliance guidelines.

●Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and details.

●Develop expertise in the relationships between clients, sales and technology teams

●Ability to work well with a team in a fast paced environment.

●Self-starter, able to take the initiative, but equally a good team player.

●Responding promptly to customer inquiries.

●Communicating with customers through various channels.

●Acknowledging and resolving customer complaints.

●Keeping records of customer interactions, transactions, comments and complaints.

●Communicating and coordinating with colleagues as necessary.

●Ensure customer satisfaction and provide professional customer support.

●Resolve questions and service issues for customers via phone, email and text

●Building up a very strong customer support and communication structure.

●Ability to maintain a calm and composed manner when dealing with potentially explosive client situations

●Working along with a Team to achieve performance goals and increase productivity

Contact this candidate