Service desk at CMS IT
Jun-2015 to present
? Worked as L1 Service Desk Remote Engineer.
? Troubleshooting all major and minor issues realted to Outlook, Windows 7/8, Taking remote and also handling issues related to Websites, Internet, and VPN.
? Installing and Uninstalling all major business softwares, Network printers etc.
? Working on CA Service Desk Manager, creation of tickets and follow up through closure.
? Senior co-ordinator for P1 & P2 Tickets.
? Follow up with the Vendors and Deskstop team to get the hardware calls closed on priority.
? Incident Management :
? Responsible for managing coordination with service engineers, alloting the service calls to engineers.
*Escalation of all the SLA (Service-Level Agreement) from L2 to L4 through resolution with the help of CSM( Customer Service Manager).
*Maintain the call record.
*Handling entire service co-ordination for Pan India..
*Responsible for managing coordination with service engineers, alloting the service calls to engineers.