Program Governance Analyst

Program Governance Analyst
Location Noida Sec 4
Role and Responsibility :
Provide Service Desk support to corporate users
Answering phone calls, recording incidents, providing resolution, escalating if necessary and closing
request per the established SLA.
All mails to be read thoroughly and replied to all the concerned in case of escalation
Generating the tickets and aligning the Engineer of Concerned Team to solve the issue
encountered.
Coordinating with engineer
Closing the ticket ID with the proper resolution
Taking the user acknowledgement before closing the ticket ID.
Coordinating with various teams on all escalated issues pertaining to servers, desktops, network
issues etc.
Coordinating with vendors to provide optimum services to customer & vendor performance
evaluation.
Recording/tracking incidents and complaints and keeping end users informed about the
status/progress.
QUALIFICATIONS:
Associates Degree or equivalent educational background
Excellent customer service skills
Good verbal and written communication skills