Gowtham L Email & Phone Number

Bengaluru, Karnataka, India

As a lead, I will be managing a Service Desk Team Member of 16. Working on ServiceNow ticketing tool, creating priority tickets based on. User queues and supporting users on al three channels like Cal,Chat and Email. Allocating tickets to the team members, Managing the SD offshore queue, preparing roster, doing Audit and finding RCA and sharing the feedback’s to the team members, being part of all client calls daily ,weekely and monthly with the leadership. Doing call audit and tickets audits on daily basis to the team and performing quality check. Providing training to the team members and nee hirer if needed etc..

India

• I was part of PC Software Cordination Team• We work on SR(Service Request) for requested Software installation• We do five mandatory checks and authenticate if User's are eligible to have the requested software installed• We only support Devices ,PC ,Apple Mac and We provide Free Ware and License Software• We support via Emails,Skype and Teams• The mandatory checks has 5 phases, Intake,Coordination and deployment etc• If all the requirement are validated then we will engage the deployment team for the software to be installed in the user Machine• Applications which we use are, Cosmic,TSC,LAN,DSL,Geo Complian, SC10,AD Group,Casper etc• If any information is needed from user end, we will hold the SR and follow up with 2 strike policy and then cancel the SR

Bengaluru, Karnataka, India

India

Bengaluru, Karnataka, India

India

As a Incident Manager for the process called Verizon Service and its a Semi Voice Process. Where customer call us to report a Circuit down or Telephone issues. As a Incident Manager we create a Trouble ticket for their issues and share the ticket number with the customer and request them to folow us for status on the ticket untill their trouble fix.Once ticket is created , As a Incident Manager we routed it manually to the respective workgroup for technician assignmnet on the ticket.We do folow up with the technical team tomake sure Technician get assigned to the ticket and start trouble shoot the issues and provide the updates to the customer on timely bases. We also do active live chat with the customer for ticket created online by customer apart from calls and also provide updates through Chats. As a Incident Manager we get in to the conference call between Customer and technician, if customer is requesting to trouble shoot with the technician. As a Incident Manager we even do outbound calls to customer ro collect the informations if its mising in tickets and also we call the customer for service status and do close the ticket if customer confirm if the service is up. We handle escalations if technician fail to do their job on timely bases. We deal with B2B. Business to Business Customer.etc

Bengaluru, Karnataka, India