Sadasiven Subramanian

Responsibilities

• Providing 1st & 2nd line support via phone, e-mail, walk-ups, and desk-side support.
• Record all Incidents and Requests in ITSM Platform ensuring correct categorization is applied.
• Carry out and document troubleshooting on all incidents before escalating to Technical Teams.
• Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
• Assigning incidents and requests that cannot be resolved 1st line to appropriate teams with detailed handover notes.
• Maintaining asset register within ITSM Platform for end user equipment.
• Ensuring all calls are responded to in timely manner and within agreed SLAs
• Pro-actively engage with users in site to build relationships and ensure their IT is working as expected
• Notify Technical Teams of any issues having major impact on users (via appropriate channels)
• Providing guidance, mentoring and training to other team members as required
• Building and maintaining good relationships with Service Desk Analysts globally
• Acting as IT Representative to local office when required and participate in ISO Audits / maintaining ISO Standards when required.