Vinod

ABOUT ME

Hi my name is Vinod. I would like to be a part of the organization that values enthusiasm, professionalism, commitment to perform, and offers opportunities for growth and learning, thus providing conductive environment wherein I can contribute optimally.

• Providing first-line investigation and diagnosis
• Resolving incidents/service requests when first contacted whenever possible
• Escalating incidents/service requests that they cannot resolve within agreed timescales
• Keeping users informed of progress
• Closing all resolved incidents, requests and other calls
• Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
• Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence

SKILLS