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Service Desk & Service Operations Data Trend, Metrics

Bengaluru, KA
Job Code:
  • Retail & Wholesale
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Job Details

Reports and analyzes service tickets created provide service ticket statistics. Speed to Answer & Total time Resolution (TTR), First Contact Resolution (FCR), TTR, (fluent with ITIL Process and reporting, Request Fulfillment, Incident Management, Problem Management etc.) You use the analysis for tasks such as observing organizational bottlenecks, identifying staffing issues, tracking the performance of your support organizations, and viewing the average length of time issues remain open. All delivered reports include multilevel categorization, which allows you to analyze service tickets by problem area.Your teamThe position we offer is within the Philips HealthTech IT Global Services organization. You will be part of a global virtual team and collaborate with various IT stakeholders in and out of the Philips IT organization. You will report directly to the SD&SO Service Integration & Excellence Lead.Our offerWe welcome you to a challenging, innovative environment with great opportunities for you to explore and to grow. Successful candidates will have strong analytical background and report generation experience.We are looking forFor this role we are looking for a candidate, with the right combination of competencies, eagerness to learn and potential to grow. Preferred candidates have The preferred candidate will have a bachelor and/or Lean/ Six Sigma Certified 3 years in a call center environment and/or analyzing/reporting environment Excellent understanding of data mining and root cause analysis techniques Strong creative problem-solving skills, business acumen, and customer focus Experienced at dealing with large sets of data Strong written and verbal communication skills Able to work cross-functionally and to manage multiple competing tasks in a fast-paced environment Proficiency in MS Excel, Access and SQL
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-7


Technical Process | Voice Process - Both BPO Type | Work Flow Analysis
Applying for this job will take you to an external site


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