Call logging though Mail/Phone and share Case ID with User.
It is expected to have 15 mins response for all the logged calls.
Assign call to Remote Support team for First level troubleshoot.
If call does not resolve remotely call will get assigned to backend service team for on-call support
Follow-up with the backend team for on-call support engineer.
Coordinator will check the user availability for scheduling Onsite engineer.
Daily report circulates to respective ZSA data include engineer detail/Calls status/schedule.
Maintain RE-attendance sheet/Engineer detail & arrange back up whenever require for branches.
Mail initiated by HD team if any engineer goes on Leave to all stakeholder (backup detail) Attendance circulation with respective ZSA as per schedule timing.
Revalidate call logged by user and make necessary changes in OTRS (Priority/Category) and assign to next level for troubleshooting /action by HD
Follow-up with Re engineers and get call close as per SLA
Coordinating with various business team for latest update till closure Track pending calls & follows up.
Mail communication with stakeholder and revert wherever require and provide backup engineer on special request from client.
Call review with TL for Open calls.
Perform various Activities & follow-up as per schedule by ZSA/TL with RE-engineer's.
If your profile meets above skills, kindly share your updated resume @sumitra.malla@dynacons. com /9619352675
Dynacons Systems & Solutions Ltd. is an IT company with global perspectives with its headquarters at Mumbai and branches all over India. Established in 1995, Dynacons undertakes all activities related to IT infrastructure including infrastructure design and consulting services, turnkey systems integration of large Network and Data Centre infrastructures including supply of associated equipment and software, onsite and remote facilities management of multi location infrastructure of domestic clients. The Company has built a strong customer base, variety of talent and a competent service delivery infrastructure.
