Log all the Incidents received either through Voice calls, email or through Web.
Categorize Incident & Service Request and Prioritize them based on the categorization & prioritization framework agreed with POLYCAB (End User Support Operations).
Log all Service Requests with activity & user details, categorize & prioritize them & forward them to appropriate unit for completion.
Assigns correct severity to the incidents and escalates Major Incidents as required.
Assigns ticket to other Support Group as required.
After Categorization & Prioritization of Incidents, Service Desk will assign the ticket to the respective person or group responsible for the resolution & will update & follow up the call till its closure.
Provide end-to-end ownership through the incident management procedure without breaching defined SLAs.
Communication & Coordination
For high priority incidents, respective stakeholders of POLYCAB would be alerted through notification via phone or email.
Service Desk will coordinate among various Team engineers & 3rd party vendors & Service providers for their solution of any incident or service request & own all Incidents & service requests till closure.
Follow Up
Manage the Service Levels and will do the necessary follow-up for the same with respective vendors as per the SLA.
Follow up with the internal IT Service groups & Operations of POLYCAB for maintaining the service levels as agreed within POLYCAB.
Work
Culture
Team
Open Positions
