| Description | •Manage all reported incidents and follow up on created TT, follow the escalation matrix in case of SLA violation. •Take overall responsibility of handling all global problems (Server down, Site not connected to network, Service outage, etc...) till they get resolved and minimize the impact on the target service level. •Monitor helpdesk calls/emails and take appropriate action to ensure excellent customer handling. •Monitor the quality of different team activities according the defined quality standards. •Take ownership of customers’ escalation till resolution. •Collect regular customer feedback and conduct customer satisfaction surveys. •Resolve 90% of reported problems and follow up escalation with other support teams. •Working on Shift basis 24x7 (8.5 hours shift). |
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