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IT Service Delivery Specialist
2 weeks ago
This role involves resolving, maintaining and managing client software, hardware and network issues as per defined SLAs to ensure customer satisfaction.
Key Responsibilities:- Timely response to all tickets raised by the end-user.
- Solutioning service requests while adhering to quality parameters.
- Maintain a check on the number of tickets raised via dial home, email, chat, IMS ensuring right solutioning within defined resolution timeframe.
- Perform root cause analysis of tickets raised and create an action plan to resolve problems ensuring right client satisfaction.
- Immediate resolution to high-priority tickets and service installation/configuration.
- Manage client expectations and ensure zero escalations.
- Provide application/user access as per client requirements for timely solutioning.
- 100% adherence to SLA timelines.
- Zero customer escalation.
- Client appreciation.
- Microsoft Active Directory Admin experience 3-5 years.