Rohan Yelkar

• Get calls/ mails from customers to create SR. Support to customers as per the ATM machines have issues log the SLM or Activities calls and provide them SR.
• Follow up with the engineers to meet the SLA , escalate further to concern manager if needed to achieve the SLA and to look possibilities to reduce the further call aging, handle the customers by replying them precisely on emails and get the satisfactory.
• Keep the es oracle gantt chart updated to get the auto scheduler performance. improved, tracking of the ce eta and assist engineers with the process and to arrange for a support from customers if needed like site access\cit arrangement etc and to help ce for call closure/call suspension/part request.

Helpdesk Operations, part of ATM monitoring team of 30 members which included

payroll and contractual staff. Following were the key process in the profile:

• Check the EJ Error and log the SLM call.
• Constitute the SLM schedule with CRA and ATM engineer. Follow up till the closure.
• Strife with OEM vendor for spare ETA.
• Assisting ATM/Network Engineers whenever IP (Internet Protocol) related call occur.