Mohammed Tauseef Email & Phone Number

Banglore

Quality Assurance Manager

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

~Maintain service level agreement for new cases.~Assign Cases out to the appropriate Engineers within the defined SLA.~Provide accurate response on Severity issues, expired and misroute cases~Work hand in hand with the Team Managers in identifying engineers who can work on providing ~Accurate solution to customer issue and escalated cases.~Ensure callback expectations are met and not missed for abandoned cases in queue.~Work with DM’s in other support groups to get… Show more ~Maintain service level agreement for new cases.~Assign Cases out to the appropriate Engineers within the defined SLA.~Provide accurate response on Severity issues, expired and misroute cases~Work hand in hand with the Team Managers in identifying engineers who can work on providing ~Accurate solution to customer issue and escalated cases.~Ensure callback expectations are met and not missed for abandoned cases in queue.~Work with DM’s in other support groups to get customers the right support team when required~Address issues via all available modes of communication like phone lines, email alias and communicator.~Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations~Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer’s issue.~Take an active role in identifying changes that could improve our level of service for customersengage managers during high customer impact situations~Knowledge of ITSM Tools e.g.MSSolve , RAT(Roaster Assignment Tool) Show less

Chennai Area, India

~ Incident Management: Log all the tickets as per incident management process~ Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors~ Provide Level 1 technical support and use remote control if necessary for incident resolution~ If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer ~ Liaison… Show more ~ Incident Management: Log all the tickets as per incident management process~ Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors~ Provide Level 1 technical support and use remote control if necessary for incident resolution~ If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer ~ Liaison with vendor for L3 support~ Track the incident until closure and keep the User up to date with the incident status ~ RCA for any Sev 1 and 2 tickets~ Follows functional escalation in case the incident resolution times exceed the agreed service~ Known error documentation (End-User Systems and telecom devices) ~ Receive service requests forms that have passed the business assessment and approval procedures.~ Ensure the data migration of all existing transactions from customer helpdesk tool (with as is status of all tickets) to Service desk tool. ~ Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures. ~ Functional escalation in case the service request completion times exceeds the agreed service levels.~ Send IT notifications to end users related to change requests/network outages/major incidents. Confirm with the customer for ticket closure after the issue is fixed.~ Install, upgrade, support and troubleshoot for printers and scanners.~ User account administration, i.e., account creation and password resets on Active Directory.~ Basic troubleshooting of desktop related applications.~ Knowledge of Remote Control Tools e.g. Webex .~ Knowledge of ITSM Tools e.g.Remedy, JIRA Show less

Vaniyambadi Area, India

 Installing new software and maintaining the computer in network. OS format when requested. Navigate with the tools to find out the issue