Service Desk Specialist Supervisor
Alyaum Media House
Total years of experience :12 years, 3 Months
• Self Help - Using An enterprise wide web portal (Manage Engine Service Desk) with an enriched and updated back-end of knowledge base of most common issues faced by users that enables users to resolve an incident, create a request, report an incident and review the status of submitted requests etc.
• First & Second Level Support - Provide support for logging, tracking, Resolution and reporting of help desk incidents and service requests. The activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Service Request Management - It encompasses all the activities starting from accepting and logging of a service request to request prioritization, request fulfillment and subsequent closure.
• Executive/VIP Support - These services include providing accelerated response to the executive users within the customer organization. This is offered through providing a dedicated or designated team to provide support to VIPs.
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