Our expertise in managed document review, contract and compliance management, legal spend management, and legal operations consulting enables clients to focus on the issues that demand their substantive expertise while we solve the challenges of resource constraints, cost management, flexibility, and scale.
Assists in researching, analyzing, communicating, and diagnosing problems with client systems including PC, thin clients, hardware/software, servers, peripheral equipment, printers and networks.
Acting as an escalation point where difficult or controversial calls are received.
Creates standard operating procedure documentation as appropriate (e.g. e-mails, knowledge base, process improvements).
Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
Produce SLA exception reports and investigate the root cause of the SLA breach.
For all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively.
Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations.
Build services relationship with customers and conduct service reviews for customers.
Review performance reports, service improvements, service quality and processes.
To own and manage Hardware and Software Assets including the Software Asset Management (SAM).
To take ownership for the management of subscriptions, registrations, maintenance and support contract renewals.
Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and meets the SLAs.
Experience in managing end to end service desk operations.
Strong knowledge on ITIL frame work.
Strong knowledge on Asset and vendor management.
Knowledge in Windows Operating Systems.
Ability to configure and troubleshooting MS Outlook 2007 or later.
Good working knowledge of Windows, MS Office 2010 & internet technologies.
Ability to handle basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
Knowledge in TCP/IP and general Networking Issues.
Strong Problem solving skills.
Willing to work on rotational shifts and a 6-day working week.
Certification on ITIL (Optional).
Madhapur Road, Kondapur,