Donkupar Nongpiur

Roles & Responsibility : Tools: Servicenow, Jira, Ms Word, MS Exel, ARIBA, ERP system: SAP PRD , SAP P16, SAP NEO, Oracle.

>Created and managed IT Purchase Requisitions (PR) in accordance with internal procurement policies and budget allocations.

>Collaborated with internal stakeholders and department heads to gather technical requirements and ensure accuracy in PR submissions.

>Ensured timely processing of PRs in ERP systems (e.g., SAP, Oracle, Ariba) to support procurement of IT hardware, software, and services.

>Coordinated with vendors and procurement teams for quotation comparison, vendor selection, and purchase order follow-ups.

>Handling end to end IT Consulting process including onboarding and offboarding.

>Handling PRPO process in multiple ERP’S for hardware and software request as per the quote.

>Handling the vendor code creation in SAP if the vendor code is not available in SAP

Job Description:

> Receiving calls, use standard greeting on calls and Logging 100% tickets of the call received.

> Prioritizing, Categorization of ticket and taking remote capture to resolve.

>Providing ticket number to user via phone, E-mail.

>Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.

>Updating users on the ticket progress.Ø Following up of ticket to closure.

>Checking KB for Known errors.

> Escalating to customer / end users as appropriate.

>Escalating to next level support.

>Logging tickets accordingly.

>Providing reports as and when required.

>Logging Incident in other tools if applicable.

>Updating the customer on ticket progress.

>Generating new articles for Knowledge Base and publishing the same.

>Provide reference of relevant ticket.

>Adherence to SLAs and all the KPI metrics derived for individual, Role, program.

>Improvements to call response / resolution “TAT.

>Inputs to the customer on Call trend “numbers & category with possible root cause.

• Technical support (GSD) in Marlabs

• Customer handling and interacting with the customer.
• Converting the Indian Currency to foreign currency and vice versa.
• Handling the staff.
• Transferring the currency to the branch.
• Guiding the customers.
• Contributing maximum profit to the organization by doing the Forex Transaction.
• To continue duty if reliever unavailable (in case).
• Shift briefing and handover to reliever.