Description:
§ Handling calls, chat, email, and web request § Validate the priority of the Incident and requests reported by the users and ensure the priority is given based on urgency and business impact § Recording and tracking Incidents and requests § First call resolution for Service Desk Resolvable issues § Escalation/re-routing of L2/L3 tickets to the respective Resolver Groups § Handling queries related to iPhone ordering through Tangoe or Verizon portal for US, London and Cologne locations § Passcode reset in iOS devices through MDM application § Enabling out of office settings through smart phones (GRC provided) § Technical remote troubleshooting for the in-scope desktop/laptop, operating system, software and other applications § Install & uninstall software and updates § New user email activation for US, London and Cologne locations § Activation of iPhone and wireless cards for US branches, London and Cologne location § Placing replacement orders for in-warranty smart phones for US, London and Cologne locations § Roaming issues related to smart phones and wireless air cards
§ Resolving standard synchronization issues with user iPhone § Support users for accessing encrypted emails in smart phones § Enrollment issues - deleting additional iOS devices from the console § Resolving Internet/Emails issues in GRC provided iPhone § Enterprise wipe out of Lost/Stolen GRC provided iPhone § As Incident Management function will not be available during weekend, SD team will follow the escalation matrix to alert the respective support teams for any user raised Critical incidents