Receiving, recording, and prioritization of service calls:

1. Monitoring and status tracking of all registered calls.
2. First line support.
3. Escalation and referral to other organizations/vendors.
4. Coordinating second and third party support.
5. Keeping customers informed of request status and progress.
6. Closing incidents and confirmation with the customer.
7. Provide the management of client organization with reports.
8. Customer Survey and feedback

1. Monitor the user calls logged in the Web Based Helpdesk Tool
2. Log user calls received on Intranet, E-mail and Telephone and assign them a trouble ticket
3. Assign Calls/incident as per the Severity/priority levels defined, and allocate the same to respective Engineers.
4. Track each call to resolution.
5. Generate call reports.
6. Escalate the calls, if necessary
7. Updating the Call resolution mechanism/method applied to close a call at a Centralized location, and maintain the knowledge base for the same
8. Analyze the call statistics
9. Vendor follow-up
10. Daily Root- Cause Analysis for all S1 level calls