- Provide L0/L1 support through call and chat or AskIT portal (e.g., password reset, system not able to boot etc.)
- Provide end to end ticket management based on the SOPs/Knowledge bases and escalate tickets not resolvable at service desk layer to appropriate L2/L3 teams.
- Update SOP/knowledge base articles document as per resolution and as per customer feedback.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes, procedures by analyzing Incident and Request trends and recommending and implementing actions with Takeda approval.
- French based Support.
- Initiate Customer Satisfaction Survey (CSAT) and follow up on each Dissatisfied Customer ("DSAT") with the user to take the appropriate action and improve the service and document the lesson learned.
- Provide telephony infrastructure, including toll-free numbers and telephony integration to ITSM platform.
- Provide real-time data, analytics, and reporting of service performance as well as service improvement.
- Provide innovation plan, as part of a continuous improvement plan, with defined goals and outcomes.
- Ensure adherence to Security and Compliance rules, as laid down by customer.
- Provide BCP plan in the event of failover requirements for Service Desk.
- Follow all Takeda provided ITSM SOPs as applicable.
- Collaborate with L2/L3 teams to identify and execute left shift opportunities (L2/L3 teams would be expected to provide necessary knowledge objects)
- Creation new knowledge Base Articles as per findings, trend analyze etc. Update the knowledge base in accordance with Knowledge Management of existing one's which are owned by Service Desk.
- Exchange Incident related information with L2 teams through different channels (Chat MSTeams) to speed up the resolution. for example, PDT
- Provide L0/L1 support through call and chat or AskIT portal (e.g., password reset, system not able to boot etc.)
- Provide end to end ticket management based on the SOPs/Knowledge bases and escalate tickets not resolvable at service desk layer to appropriate L2/L3 teams.
- Update SOP/knowledge base articles document as per resolution and as per customer feedback.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes, procedures by analyzing Incident and Request trends and recommending and implementing actions with Takeda approval.
- French based Support.
- Initiate Customer Satisfaction Survey (CSAT) and follow up on each Dissatisfied Customer ("DSAT") with the user to take the appropriate action and improve the service and document the lesson learned.
- Provide telephony infrastructure, including toll-free numbers and telephony integration to ITSM platform.
- Provide real-time data, analytics, and reporting of service performance as well as service improvement.
- Provide innovation plan, as part of a continuous improvement plan, with defined goals and outcomes.
- Ensure adherence to Security and Compliance rules, as laid down by customer.
- Provide BCP plan in the event of failover requirements for Service Desk.
- Follow all Takeda provided ITSM SOPs as applicable.
- Collaborate with L2/L3 teams to identify and execute left shift opportunities (L2/L3 teams would be expected to provide necessary knowledge objects)
- Creation new knowledge Base Articles as per findings, trend analyze etc. Update the knowledge base in accordance with Knowledge Management of existing one's which are owned by Service Desk.
- Exchange Incident related information with L2 teams through different channels (Chat MSTeams) to speed up the resolution. for example, PDT
-
Service Desk
2 weeks ago
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Service Desk
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Zones Bengaluru, IndiaAs a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney, Dallas to New Delhi and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, ...
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Service Desk
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Service Desk
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Service Desk
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Service Desk
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Service Desk
3 weeks ago
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Service Desk
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Service Desk
2 weeks ago
Bangalore Startegic Company Bengaluru, Karnataka, IndiaActs as single point of contact for all IT related issues. · - Provides status and updates on tickets to authorized users · - Adherence to policies and procedures, closure of open calls after resolution. · - Attempts to resolve the defined inquiries while on the telephone, to mee ...
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Service Desk
2 weeks ago
CGI Bengaluru, Karnataka, IndiaLevel 3 |5- 8 YRS · Monitor performance and coach members to continuously improve their technical skills and quality of service · Coordinate with WFM to schedule training sessions, back-office activities and vacations · Manage Timesheets assignments each week (PSA) · Implement in ...
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Service Desk
1 week ago
Lancesoft Bengaluru, IndiaJob Description: · Title : Senior Technical Process Executive/Technical Process Specialist ( Semi Voice ) · Experience : 1 - 4 Years · Max Grid : 4 - 6 LPA · Job Location : Mumbai and GIFT City · Mumbai : Bandra East, Mumbai · GIFT City : Gandhinagar, Gujarat · Shift : 18*7 EST · ...
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Service Desk
3 weeks ago
J2L technologies Bengaluru, India**Salary**: ₹22,000.00 per month · Shift: · - Flexible shift · - Rotational shift · - US shift · Ability to commute/relocate: · - Bengaluru , Karnataka: Reliably commute or planning to relocate before starting work (required) · **Education**: · - Bachelor's (preferred) ...
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Service Desk
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Service Desk
1 week ago
Lancesoft Bengaluru, IndiaProfile - Service Desk · - Excellent communication skills - CEFR : B2, C1, C2. Please add the communication level as per the CEFR framework while profiles are shared. · - Work experience on Service Desk with good knowledge on VPN, O365, remote support, active directory, troublesh ...
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IT Service Desk
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Service Desk
6 days ago
Black & White Business Solutions Bengaluru, India**Job Information**: · Industry · **IT Services** · *** · Province · **Karnataka** · *** · City · **Bangalore South** · *** · Postal Code · **560056** · *** · Country · **India** · We have opening for SERVICE DESK with one of our client. Pls fidn the details below. · Experience - ...
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Service Desk
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Service Desk
1 week ago
CGI Bengaluru, Karnataka, IndiaLevel -1 |0-1 YRS · expert in Japanese language · Monitor performance and coach members to continuously improve their technical skills and quality of service · Coordinate with WFM to schedule training sessions, back-office activities and vacations · Manage Timesheets assignments ...
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Service Desk
4 days ago
Tata Consultancy Services Bengaluru, Karnataka, India**Must-Have**: Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat Willing to work in night shifts over prolonged period Excellent written & spoken communication skills **Good-to-Have**: Demonstrate effecti ...
French Service Desk - BANGALORE, India - Cognizant
Description
French Service Desk :
French Service Desk :