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o Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
o Log IT related tickets (incidents, service requests) from users- (received through phone, logged tickets in the tool)
o Acknowledge the tickets, allocate appropriate category.
o Classify the tickets as per Severity and Impact
o Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
o Allocate the ticket to the respective support groups and track the ticket for closure.
o Recording, tracking, and updating incident ticket information in the service desk tool.
o Ensure activity details are updated in the tool by the respective support groups.
o Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.
o Route service requests to the appropriate teams
o Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.
ASAP Info Systems (P) Limited
is a Software Development and Consulting Company, providing services, solutions and products to Enterprises worldwide.
ASAP has a proven track record of meeting demanding quality and delivery schedules in highly competitive markets.
ASAP ranks among the top in exceeding customer expectations in the Staff Augmentation. We provide highly qualified IT consultants in SAP R/3, PeopleSoft and Oracle as well as other ERP, CRM and all other technology needs.
Job ID: 145820135
