Service Desk

• Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group. • Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups. • Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process. • Develop, establish and maintain call prioritization guidelines and escalation procedures. • Provide a systems status recording with status information such as known Major Incidents and estimated recovery time. • ServiceNow Queue Management - Incident, Service Request, Problem & Change. • Ensure all the specified SLAs are met in accordance with the customer agreement. • Maintain and drive the call quality keeping customer satisfaction as priority. • Escalate customer concerns on timely basis and follow up to closure. • Take end to end ownership of call and ticket to ensure timely closure and resolution. • Follow the quality parameters as specified by the quality protocol and process to be followed.