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jpocampo
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Available to work
- Appraisal :
- Job History(F) : 0 Results
- Philippines
- Favorites : 0 Results
- Skills
- Test and Debugging
- Other Administration, Management, and Test
- Last Login : 2021-01-03
- Member Since : 2021-01-03
Career
Description
Tech Mahindra vCustomer
Subject Matter Expert(IT Service Desk)
2018/08～ 2021/01
• Managing Incidents with Complaints and triggered Expedites
• Handling P1\P2 Incidents and tickets tagged as HBI and VIP
• Providing real-time support and coaching to the agents
• Reporting potential Major Incidents and Outages to the Incident Management Team
• Partnering with the OVM Clients to address certain reported issues by the users
• Hosting weekly meeting with OVM Clients to tackle problems and potential problems within Service Desk
• Sending daily, weekly, and monthly data of SLAs\KPIs of the team
• Getting RCA from ticket scrubs to identify areas of opportunities related to SLAs\KPIs
