French Service Desk

2 weeks ago

Bengaluru Karnataka, India Cognizant Full time

French Service Desk:

- Provide L0/L1 support through call and chat or AskIT portal (e.g., password reset, system not able to boot etc.)
- Provide end to end ticket management based on the SOPs/Knowledge bases and escalate tickets not resolvable at service desk layer to appropriate L2/L3 teams.
- Update SOP/knowledge base articles document as per resolution and as per customer feedback.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes, procedures by analyzing Incident and Request trends and recommending and implementing actions with Takeda approval.
- French based Support.
- Initiate Customer Satisfaction Survey (CSAT) and follow up on each Dissatisfied Customer (“DSAT”) with the user to take the appropriate action and improve the service and document the lesson learned.
- Provide telephony infrastructure, including toll-free numbers and telephony integration to ITSM platform.
- Provide real-time data, analytics, and reporting of service performance as well as service improvement.
- Provide innovation plan, as part of a continuous improvement plan, with defined goals and outcomes.
- Ensure adherence to Security and Compliance rules, as laid down by customer.
- Provide BCP plan in the event of failover requirements for Service Desk.
- Follow all Takeda provided ITSM SOPs as applicable.
- Collaborate with L2/L3 teams to identify and execute left shift opportunities (L2/L3 teams would be expected to provide necessary knowledge objects)
- Creation new knowledge Base Articles as per findings, trend analyze etc. Update the knowledge base in accordance with Knowledge Management of existing one's which are owned by Service Desk.
- Exchange Incident related information with L2 teams through different channels (Chat MSTeams) to speed up the resolution. for example, PDT

French Service Desk:

- Provide L0/L1 support through call and chat or AskIT portal (e.g., password reset, system not able to boot etc.)
- Provide end to end ticket management based on the SOPs/Knowledge bases and escalate tickets not resolvable at service desk layer to appropriate L2/L3 teams.
- Update SOP/knowledge base articles document as per resolution and as per customer feedback.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
- Identify and suggest improvements on processes, procedures by analyzing Incident and Request trends and recommending and implementing actions with Takeda approval.
- French based Support.
- Initiate Customer Satisfaction Survey (CSAT) and follow up on each Dissatisfied Customer (“DSAT”) with the user to take the appropriate action and improve the service and document the lesson learned.
- Provide telephony infrastructure, including toll-free numbers and telephony integration to ITSM platform.
- Provide real-time data, analytics, and reporting of service performance as well as service improvement.
- Provide innovation plan, as part of a continuous improvement plan, with defined goals and outcomes.
- Ensure adherence to Security and Compliance rules, as laid down by customer.
- Provide BCP plan in the event of failover requirements for Service Desk.
- Follow all Takeda provided ITSM SOPs as applicable.
- Collaborate with L2/L3 teams to identify and execute left shift opportunities (L2/L3 teams would be expected to provide necessary knowledge objects)
- Creation new knowledge Base Articles as per findings, trend analyze etc. Update the knowledge base in accordance with Knowledge Management of existing one's which are owned by Service Desk.
- Exchange Incident related information with L2 teams through different channels (Chat MSTeams) to speed up the resolution. for example, PDT

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