Service Desk L2

JD 

"• 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."