Vyinger
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The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfilment processes in line with Service Desk objectives.
Project/Process:
- Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
- Acts as Incident Analyst/Service Request Analyst and responsible for the Day-to-day operation of the Incident Management/Service Request management process.
- Record all End user transactions in Remedy ticketing tool.
- Responsible for handling tickets and capturing quality information by following ticket handling process as defined in Runbook
- Responsible for maintaining SLA/KPI‘s for self.
- Responsible for providing quality deliverables and enhancing customer satisfaction
- Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
- Contribution to knowledge management by updating/creating the knowledge articles
- Adherence to security and compliance requirements
- Adherence to communication etiquettes
- Quality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
- Contribute to and participate proactively in knowledge sharing sessions
- Contribute to Continuous Improvement and Innovation plans (CII)
- Analyst under Batch Process Monitoring shall monitor all the in-scope process/jobs.
- Notify SME’s/Shift Leads in case of any challenges in the process.
- Preparing handover of Batch Process Monitoring report and sharing it with the next shift members, at the end of each shift.
- Notify the lead immediately in case of complaints and escalations
- Participate in Shift Huddles on daily basis and discuss technical/Process updates.
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Founded in 2004, Inteliment helps some of the most forward-thinking enterprises worldwide derive maximum business impact through their Data. With 20+ years in analytics, we help businesses harness deep expertise and the latest technologies to drive innovation, sharpen their competitive edge, and stay future-ready.
Inteliment is recognized as a leading provider of Data Driven Analytical Solutions & Services in Visual & Predictive Analytics, Data Science, IoT, Mobility & Artificial Intelligence areas. We strive for the success of our customers through Innovation, Technology and Partnerships.
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The Story
Founded in 2011, Poshmark started with a simple yet powerful idea in Manish Chandra's garage. Along with co-founders Tracy Sun, Gautam Golwala, and Chetan Pungaliya, Chandra envisioned a platform that would revolutionize how people buy and sell fashion. The inspiration came from seeing the potential of the iPhone 4 to create meaningful connections in the shopping experience.
What They Do
Poshmark is not just another e-commerce platform – it's a social marketplace that brings together shopping and community. Think of it as a place where social media meets shopping, allowing users to buy, sell, and discover fashion, home goods, and accessories. With over 80 million users , the platform has become a go-to destination for both casual sellers and entrepreneurial individuals looking to build their own digital boutiques.
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- Started as a fashion-only platform and successfully expanded into home goods and electronics
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