Jagannadhan Narainan

• Manage allocation of resources within the team, provided guidance support and performance
• Monitor and manage 13 accounts operations on daily basis
• Monitor Call Volume and Service Quality to ensure that all SLAs for customers are met
• Assign work to the team members to ensure timely and effective response to the users needs.
• Develop and lead a culture of quality and consistency for continuous improvement and team work
• Provide Weekly/Monthly training reports together with related reports to Service Desk Operations
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Maintain open lines of communication with internal department, managers & HOD, Global team to ensure most efficient operations for the Service Desk
• Hold weekly coaching with agents to ensure agents are aware of their productivity target and adherence is achieved
• Planning and distributing employee work schedules
• To obtain a continuous learning program to enhance agents skills as per business needs
• Work closely with client’s team to ensure alignment of product guidelines and processes
• Undertake any other duties as and when assigned by the Management
• Build strong and trusting relationships with customers and team members and provide the highest standard of service and experiences.
• Maximize operational performance by providing support and technical advice.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Optimize existing processes within the company and actively enhance all customer success initiatives.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Responsible for the daily management of customer service, complete various data indicators given by the company to the department, and create a professional customer service brand image.
• Commit to the implementation of departmental goals, plans and policies.
• Formulate and supervise the implementation of rules and regulations to ensure the normal operation of the work.
• Regular tracking, analysis and summary of daily data, timely discovery of problems, optimization of team processes, tracking implementation, and accomplishment.
• Dynamic monitoring of competitive products, continuous output of competitive product analysis reports, provide direction for product upgrade and optimization.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

• Managed team workload to reach targets for specific tasks.
• Managed team workload to reach production targets.
• Worked with Service Desk agent to handle escalated customer issues.
• Used advanced features of Microsoft Office to complete necessary reports for senior management review.
• Responsible to adhere to SLA agreements, monitor CC Pulse and monitor workforce management.
• Delegated daily tasks, addressed employee questions and resolved scheduling issues.
• Responsible to be the point of contact of shared desk during system outage or major incident reported.
• Provide end of day reports based on daily SLA targets, agent staffing report and daily operation updates to Team Leads.

• Receive and respond to user's problems, issues and requests
• Ensure proper documentation, notification, escalation and follow-up with all incidents via ServiceNow.
• Provide remote assistance to troubleshoot software issues
• Maintain and update Active Directories
• Provide basic troubleshooting for Microsoft Office Applications for Windows 7 & Windows 10
• Guide and assists user with Installation of Citrix Workspace App on Windows and MacOS
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Guide and assists user on MobileIron & Blackberry set up on corporate and personal mobile devices.
• Troubleshoot MDM profile management on IOS and Android mobile devices.
• Engaged in user support interactions via telephone, chat and email platforms.
• Answered user product attribute and usage questions to promote satisfactory product ownership experience.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Created user accounts and assigned permissions.
• Perform user details configuration within Azure

Ticket Management (Back Log Support)

• Follow up with the Pending Tickets assigned in Helpdesk queue
• Provide assistance via remotely or voice calls
• Resolved the incident tickets within 3 working days based on the Strike Rules imposed