Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in depth functional knowledge of HelpDesk call center software.
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in depth functional knowledge of HelpDesk call center software.
Short presentation-on incident management, as per ITIL definition,In today’s article we are going to learn all about the “Incident Tracking and management” Process – How to track and manage incidents in Software Testing with sample templates.
Are you thinking- “STH has published a lot of content on defect/bug tracking, so how is this going to be different”? That is exactly the reason why we have to look at what we mean by incident first.
Incident Management
REMEDY is a customer relationship tool which can be used to log / monitor the issues or problems faced by customers by the means of incident management tickets. Each ticket is like an incident (problem) which is created by helpdesk and assigned to relevant support team. Concerned support team member take the ownership of the ticket and updates the work log (troubleshooting steps performed during the course of action) Also , it can be used to monitor Service Requests / change management ( Change Requests) and problem management. It’s developed by BMC software.
I ncident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery, Incident closure Incident Control Incident ownership, monitoring, tracking and communication In many organizations roles may be combined because of the small size of the organization or because of cost. Within Incident management we recognize the role of Incident Manager and the role of Incident Management staff.
for more details please visit
www.iicecollege.com
Modernizing Field Service Technicians with Mobility Solutions - Whitepaper by...RapidValue
We tend to juggle multiple activities during the day by placing high expectations on ourselves. To complete
all daily tasks, we constantly focus on improving our productivity. The situation is similar with service
organizations. Service organizations are constantly looking for ways to make their staff more efficient,provide better service to their customers and improve profitability.
More recently, service organizations have begun to recognize the importance of integrating mobility solutions
into their corporate strategy. From the head of operations to sales personnel, mobility benefits everyone by
extending productivity beyond the confinement of the office. According to Gartner, by 2018, 70% of mobile
workers will use a tablet or a hybrid device with tablet-like characteristics. Aberdeen Group predicts that
63% of leading service organizations will invest in mobile tools as a key strategy to improve field service
performance.
Mobility helps service organizations resolve issues faster, enabling them to attend to service requests
immediately and fix faulty parts on time for their customers. This prompt response has a high impact across
the ecosystem of the organization - from field service technicians to service managers, business managers,
executives and customers. An effective mobility solution can improve overall productivity by 30-40%, and
profitability by 20-25% for the service organization.
This paper addresses the significance of field service mobility, drawing upon RapidValue’s experience helping
companies succeed in the rapidly evolving mobile landscape. It first examines the life of a service technician
without mobility, including the challenges technicians face on-site and problems customers face due to
delayed service. It then describes the critical features that should be part of your field service mobile
application, and factors to consider when making a decision. The paper also examines a real-life scenario
that puts the concepts described here into practice.
For most enterprises, there is never really a "good time" to stop everything and review their infrastructure if they want to continue to maintain their day-to-day operations. Using their own experiences as consultants and instructors, as well as highlighting some of the principals we utilize in our Prism HealthCheck, April’s Instant Insight presenters, Jonathan Reddish and Jim Cook will help you start thinking about how to holistically analyze your telecommunications systems and start planning for the future.
Short presentation-on incident management, as per ITIL definition,In today’s article we are going to learn all about the “Incident Tracking and management” Process – How to track and manage incidents in Software Testing with sample templates.
Are you thinking- “STH has published a lot of content on defect/bug tracking, so how is this going to be different”? That is exactly the reason why we have to look at what we mean by incident first.
Incident Management
REMEDY is a customer relationship tool which can be used to log / monitor the issues or problems faced by customers by the means of incident management tickets. Each ticket is like an incident (problem) which is created by helpdesk and assigned to relevant support team. Concerned support team member take the ownership of the ticket and updates the work log (troubleshooting steps performed during the course of action) Also , it can be used to monitor Service Requests / change management ( Change Requests) and problem management. It’s developed by BMC software.
I ncident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery, Incident closure Incident Control Incident ownership, monitoring, tracking and communication In many organizations roles may be combined because of the small size of the organization or because of cost. Within Incident management we recognize the role of Incident Manager and the role of Incident Management staff.
for more details please visit
www.iicecollege.com
Modernizing Field Service Technicians with Mobility Solutions - Whitepaper by...RapidValue
We tend to juggle multiple activities during the day by placing high expectations on ourselves. To complete
all daily tasks, we constantly focus on improving our productivity. The situation is similar with service
organizations. Service organizations are constantly looking for ways to make their staff more efficient,provide better service to their customers and improve profitability.
More recently, service organizations have begun to recognize the importance of integrating mobility solutions
into their corporate strategy. From the head of operations to sales personnel, mobility benefits everyone by
extending productivity beyond the confinement of the office. According to Gartner, by 2018, 70% of mobile
workers will use a tablet or a hybrid device with tablet-like characteristics. Aberdeen Group predicts that
63% of leading service organizations will invest in mobile tools as a key strategy to improve field service
performance.
Mobility helps service organizations resolve issues faster, enabling them to attend to service requests
immediately and fix faulty parts on time for their customers. This prompt response has a high impact across
the ecosystem of the organization - from field service technicians to service managers, business managers,
executives and customers. An effective mobility solution can improve overall productivity by 30-40%, and
profitability by 20-25% for the service organization.
This paper addresses the significance of field service mobility, drawing upon RapidValue’s experience helping
companies succeed in the rapidly evolving mobile landscape. It first examines the life of a service technician
without mobility, including the challenges technicians face on-site and problems customers face due to
delayed service. It then describes the critical features that should be part of your field service mobile
application, and factors to consider when making a decision. The paper also examines a real-life scenario
that puts the concepts described here into practice.
For most enterprises, there is never really a "good time" to stop everything and review their infrastructure if they want to continue to maintain their day-to-day operations. Using their own experiences as consultants and instructors, as well as highlighting some of the principals we utilize in our Prism HealthCheck, April’s Instant Insight presenters, Jonathan Reddish and Jim Cook will help you start thinking about how to holistically analyze your telecommunications systems and start planning for the future.
1. Subhrajeet Behera
BD-82, Flat no. G-B, Lakshmi Durga Abasan, Ghoshpara bye-lane Road (Indubagan), Kestopur , Kolkata -700102
+91-9874921642 / +91-8100878337
Subhrajeet01s01@Gmail.com / subhrajeet0209@live.com
IT Support Specialist with over 3+ years of experience in IT enabled services (ITES). Expert and highly familiar with a wide
variety of networking tools, and operating system software. Possess a Technical Degree in Information Technology.
TECHNICAL SKILLS :
Networking Tools: BMC Remedy,Expedio, Net Brain, Ionix, Config store etc.
Operating Systems:Windows XP, 7, 8; Windows Server 2003; Linux including Ubuntu.
PROFESSIONAL EXPERIENCE :
BT e-serv India Pvt. Ltd: Kolkata
Service Desk Associate (2nd
Line) 24th November 2014 – Present
Managing a teamof 7 FTE for one of the critical contract(Zurich Insurance Group) and handling quality assurance against
ORT requests.
Ensures IT incidents are passed to fully trained and appropriate resolver groups, and are managed within the prescribed
SLA, to minimize the impact on business.
Analyses and reports major incidents to help make sure they don’t happen again.
Offers various ways to respond to incidents including calls, web-chat or email, so employees can ask for help via the
communication method that best suits them.
Provide second line of support and resolve simple to complex technical issues faced while performing ORT.
Responsible for managing the Service Desk Support.
Helpdesk Coordination and Analysis via emails with different Project management teams to get the issue resolved
within defined SLA.
Do the trends analysis for major PrioritySeverity related incidents and publishing the communication to all relevant
stakeholders as per defined timelines.
Responsible to manage internal escalations to ensure customer satisfaction.
Defining and improving processes,templates/checklists, conducting process training, process audits & assessments.
Managing Quality control process with root cause analysis.
Take part in Auditing (Internal) of all Service Desk reports.
Complete quality assurance against ORT requests ensuring all pre requisite information.
Manage team performance on Customer Satisfaction Survey results.
Maintain updated reports of team statistics and team performance.
---------------------------------------------------------------------------------------------------------------------------------------------------
Wipro BPS Kolkata
Sr.Technical Support Executive (2nd
Line) 31st
October 2012 – 16th
September2014
Consult with End User about their product or service needs.
Understanding and analyzing user’s need and to provide timely solutions.
Troubleshoot critical issue of End User and meet their expectations.
Receive and process End User’s request for products and services which the End User requires even if they may not be
aware of. Thorough probing of their existing needs and preferences.
Identify and provide inputs on recurring End User’s problems.
Customer education.
Ensure proper escalation procedures.
2. ACADEMIC QUALIFICATION :
NIIT College Campus (Kuvempu University): Bhubaneshwar
Bachelor of Science in Information Technology (Bsc.IT) May 2012
B.J.B Junior College (CHSE Board): Bhubaneshwa
PUC (10+2 Science) May 2007
Army Public School (CBSE Board): Bangalore
AISSE (10th
) May 2005
TECHNICAL QUALIFICATION :
IINT ( Inset Electronics): Bhubaneshwar
ICNE (Inset Certified Network Engineer),(24 months) May 2010 - June 2012
NIIT Academy: Bhubaneshwar
ICND (Managing Interconnected Network Devices),(4 months) June 2011
NIIT Academy: Bhubaneshw
Higher Diploma in Software Engineering (18 months) June 2009
DECLARATION :
I hereby declare that the above mentioned information’s are correct up to my knowledge and I bear the responsibility for the
correctness of the above mentioned particulars.
Date:
Place: Kolkata Signature