•Accept & registers Service Calls
•Classify Service Calls according to the specified options
•Execute 1st attempt to solve the Service Call
•Refer Service Call to the appropriate Resolution Owner Support Group
•Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
(1.) Contributes to special assignments to increase the maturity of the CoE| e.g. budgeting tool design.
(2.) To analyze and prepare the data cuts as per review requirements.
(3.) To contribute research and data gathering as and when| e.g. opening an operations in new geos.
(4.) To put together data and slides from different sources for the whole function review with senior management.
(5.) To understand the requirements of the customer from the process & application (HCL employees| managers| HR).
(6.) To update information and run validation to keep it current| e.g. PMS
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