Act as a single point of contact for walk-in, phone calls and emails from internal/external employees’/ end customers regarding IT issues and queries.

·       Receiving, logging and managing calls from customers via telephone and email.

·       Responsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLA’s agreed with the customer.

·       Escalate unresolved calls to the appropriate support groups.

·       Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

·       To maintain a high degree of customer service for all support queries and adhere to all service management principles.

·       Providing Deskside support including IT asset management for Pune Office.

·       Collaborating with external IT vendors to resolve user’s hardware issues.

·       The role is 24*7 rotational with night shifts in the alternate month