"Call handling and management Responding to emails Working on remedy tickets in predefined SLA's Escalation management Notification and Communication to relavent stakeholders Followup to all interfaces within pre-defined timescales Correct routing of reemdy tickets Engagement of teams on calls etc for escalatedissues Resolution of FCR tickets"
"1. Quality and CSAT of 90% 2. FCR target of 70% where applicable 3. Follow-up for all pending cases , 100% Target 4. No Miss on the communication with the Requestor - 100% Achievement"
"Voice call handling skill Email handling skill Generic IT troubleshootingskill - Preferred A + certified High level overview of data center technologies ITIL process knowledge Knowledge of Remedy or any ticketing tool Strong Communication skills Enable to do Escalation Management / Handle Escalation Management Flexibility for 24*7 shifts "