Role Purpose

The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction

Ensure timely response of all the tickets raised by the client end user
Service requests solutioning by maintaining quality parameters
Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
Provide an acceptance and immediate resolution to the high priority tickets/ service
Installing and configuring software/ hardware requirements based on service requests
100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
Provide application/ user access as per client requirements and requests to ensure timely solutioning
Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
Coordinate with on-site team for complex problem resolution and ensure timely client servicing
Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Mandatory Skills: Servicenow-Development .

Experience: 3-5 Years .

ServiceNow Developer (ITOM Service mapping)

Job Description

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