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IT Service Delivery Specialist

2 weeks ago


Pune, Maharashtra, India beBeeItManagement Full time ₹ 1,09,27,314 - ₹ 1,29,64,299
Job Title: IT Service Delivery Specialist

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.
Deliverables:
  • 100% adherence to SLA timelines.
  • Zero customer escalation.
  • Client appreciation.
Required Skills:
  • Microsoft Active Directory Admin experience 3-5 years.