Firdous Ahmad Dar

About Firdous Ahmad Dar

Working at Akkodis

Experience

1. Team Lead

   Akkodis

   Feb 2024 — Present · Bengaluru, IN

   Maintains schedule of all on-site work to be completed on a daily basis. Works with Site Coordinators to determine staff needed for site work and confirm IT Techs to perform the work; coordinates needs for additional Techs when needed. Acts as the single point of contact to the customer for all types of service requests; enters all work as service tickets into current tracking system. Coordinate all IT support groups to ensure maximum utilization of billable resources. Pre-processes service requests as they arrive through email, manual entry, or direct customer input. Schedules internal and field technical resources on the dispatch portal. Monitors resource schedules to ensure prompt time entry on service requests. Communicates with customers as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages. Ensures IT Techs have all material to support he program and have proper training and site access. May be accountable for ordering hardware through designated Hewlett Packard Enterprise or the specified part supplier. Accountable for improving customer service, perception and satisfaction, including executing timely and effective solutions to customer requests. Escalates service request that cannot be scheduled within agreed service levels. Reports on the utilization of IT Support resources and successful completion of service requests to Service Desk Management. Maintains knowledge base of related work processes by completing assigned training and through blueprints provided in training platform. Participates in special projects and performs other duties as assigned.

Education

• Punjab Technical University

  MSc

  2014 — 2016

• University of Kashmir

  BCA

  2010 — 2013