Logging of user calls and giving them a trouble ticket/complaint number. Call logging will be at central call logging system.
Centralized service desk resources must have excellent communication skills, soft skills, customer management skills.
Assigning severity level to each call
Assigning call to respective resolution team for further action
Resolve all IT calls including applications.
Helpdesk team shall provide all necessary software and hardware support to users and maintain 90% FCR (First Call Resolution)
Tracking call till resolution
Escalation of calls, if necessary
Feedback to Callers (happy calling)
Call analysis and generation of reports using software. Creation of knowledge base on FAQ (Frequently Asked Questions) to aid users
Build Knowledge Assets
Publish Knowledge Assets
Validate Knowledge Assets
Creation to Retirement
Archive Knowledge Assets.
Good Communication Skills.
Ensure all VIP users are provided with a RED-CARPET support.