Provide skilled resources for central helpdesk to provide remote support.
Receive Incidents and Service requests through Voice, email, Web and Chat and log the tickets in ITSM tool.
Service Desk will attempt first call resolution if feasible and Service Desk to track and drive tickets till resolution.
Provide technical support and resolution (L2 & above) and Follow escalation matrix to ensure resolution for all logged tickets related to the project.
Update ticket status to end users on follow Ups and Update Trouble Ticket at all stages till resolution.
Resolve the call & update ITSM tool with user feedback & root cause in knowledge base articles.
Monitor and Track SLA Adherence for every tickets.