Lead - Service Desk
Savantis Solutions India Private Limited
Secunderabad, INDIA
6d ago

Essential Skills

  • 24x7 monitoring of alerts, on-call escalation, opening bridges.
  • CIM Critical Incident management, coordinating bridges, engaging resources, sending out and tracking updates of P1 incidents.
  • Management and oversight of offsite team from a Staff availability during P1 / P2 issues, escalation management.
  • Produce reports and validation of SLA adherence on availability, System Performance, Problem tracking, etc.
  • Must have experience in Global Service Desk Management
  • Provide MS OS / Hardware / VPN / Network related solutions to end-user via Telephone / Email / Chat
  • Must have knowledge of ITSM tools (SNOW, EasyVista, Remedy) and ITSM processes like
  • Incident Management, Service Request Management, Change Request Management, SLA management, Call handling KPIs
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