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 2008, more than 150 Global 2000 enterprise customers such as AstraZeneca, Dell, Apple, Geico, Costco, Nasdaq, and Boeing, have long valued Virtana's software solutions. With advanced AI-powered capabilities, Virtana helps IT teams proactively address issues, streamline operations, and transform infrastructure into strategic assets in today's rapidly evolving digital landscape.
In 2023 Virtana Corp. was named:
- Top 20 Coolest Cloud Monitoring Companies (Cloud 100) by CRN.
- Best Place to Work in the Bay Area by Comparably.
- In eight Gartner® reports for innovation in Infrastructure Monitoring and Artificial Intelligence for IT Operations (AIOps).
💰 Funding details
In the most recent funding round, Virtana raised $73 million in Series C funding in January 2022, led by Atalaya Capital Management and Elm Park Capital Management, among others. Virtana has raised a total of $192.42 million so far!
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