1. Provide a single point of contact for the agreed IT infrastructure management services
2. Monitor the helpdesk tool for open and pending tickets raised by Customer’s end-user.
3. Receive incidents, service requests, queries, and change requests from Customer’s end users or IT staff through one of the agreed modes of communication
4. Log tickets in the helpdesk tool on behalf of users making service requests over phone and /or email and first level troubleshooting.
5. Log tickets generated by alerts in the tools.
6. For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
7. Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group
8. Provide first level support for the issues using available knowledge base and standard operating procedures wherever possible (Updates of Pending Calls, Process for any request, Transferring calls to respective teams for information)
9. Route calls to the appropriate support team such as user management group, mail management group.
10. Route calls to the vendors in case of issues pertaining to vendors
11.Follow up with Backend, Apps, Client Support, Vendor or Customer’s technical team for incident status and manage notifications and escalation
12.Update incident status to users periodically and as per the communication standards
13.Escalating the Issues to Team Leads, Ops Manager, if not getting any support from the teams.
14. Manage the temporary deployment of IT assets for meetings, WFH or otherwise and ensure the same are returned back to IT Team
15. Taking the Feedback from users for Helpdesk Support
16. Publishing Critical Incident Notification\Planned Activity Notification to User and Management