Nizamuddin Mulla

Technical Service desk lead team management ITSM Service Now Jira

Working as a Technical SME in Service Desk for KONE. Handling escalation, Floor Support, Ticket Management, People Management, Day to Day BAUs, Work Allocation for all the team. Preparing Dashboard reports every 3 hours, File Management Data Management. Azure Cloud / Microsoft MFA, Share Cloud, Remote sessions, Active Directory, MS Office.

Service Desk handling calls and escalation, Customer handling Skills, End to End ticket management, Adhering to SLA’s like response time of an email, Chat & Calls, Upselling skills on the service calls, Experience in Managing Voice and non voice support, Performing as per set standard metrics like keeping all the KPI,s, Troubleshooting Home Broadband, Network issues, Routing and Dereg of the network, Network Mapping, Acting SME for the period of 6 months, Supporting the agents on call, Taking Escalation on the call, Real time support for the CX, Creating INCs for all the escalation and issues and distributing them to the respective teams, Monitoring AHT and Call flow, Preparing Dashboard on daily basis.

Service Desk handling calls and escalation, Customer handling Skills, End to End ticket management, Adhering to SLA’s like response time of an email, Chat & Calls, Upselling skills on the service calls, Experience in Managing Voice and non voice support, Performing as per set standard metrics like keeping all the KPI,s, Troubleshooting Dell Servers from the Knowledge base of the Dell Comps, Troubleshooting of RAIDs, Acting SME for 3 months, Supporting the agents on Call and Chats, Taking and handling Escalation, Generation of tickets on Verint and forwarding to the respective teams.

Site Supervision and management, Project handling and managing the project processes, Responsible for all the sales and services of the product.

Act as a Primary point of contact to the Customers who has questions and queries about the product and services, Access Customers needs and implementation on the same, Coordinating with the team and managing schedules, Installing of Routers and switches, Handling of LANs and WANs, Using of Crimping tools and maintaining Admin system.