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jpocampo
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- 最終ログイン : 2021-01-03
- 登録日 : 2021-01-03
職歴
詳細
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
