Ramzan Sayed Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

• Manage the Global IT Service Desk, Cloud Service Desk, and IT Administrator based in Mumbai.
• Ensure excellent communication and customer excellence skills are followed.
• Ensure all logged tickets are triaged, responded to, and resolved or escalated in a timely and accurate way and in line withcompany SLA’s.
• Ensure all the new starters and leaver are actioned as per the SOP’s.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularlyimproved.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that areinvolved in service desk operations.

Thane

• Assistant Manager | Global Service Desk
• Managing internal & external service desk processes covering Europe region.
• Overseeing US Retails Service Desk Team.
• Supervising the team for SLA management & coordination with Client and Vendors.
• Developed process SOPs and Training Documents from Service Desk perspective.
• Hiring, training and developing new employees.

Mumbai Area, India

• Responsible for Leading the Team for Technical issues and Case Management.
• Provide Technical Assistance to Support Engineers during Technical Roadblock.
• Online Troubleshooting for Microsoft office 365- (Office2013& 2016).
• Handling Office 365 Premier Tenant/Customer.
• T3 Certified (Train the Trainer).
• Floor Training on TCG’s and New Product Launch.

Mumbai, Maharashtra, India

• Performance Review call and Data Presentation (W/M) with the Account Manager.
• All the job activities/responsibilities of SME are performed under the guidance of TM.
• Client interaction.
• Weekly /Monthly review with the reporting SMEs.
• Keeping a check on Quality and process adherence.
• Studying weekly progress reports. To plan the course of action.