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Job Description

  • Responsible for request logging from CISM to HelpDesk.
  • Responsible for monitoring of HelpDesk & CISM
  • Responsible for status updates and request assignments in Helpdesk and CISM.
  • Prepare NFS project details on weekly or monthly basis, and ad-hoc assigned reports.
  • Responsible for follow up of completed, tested, response required and shipped items with the customers for their closure reduction of HelpDesk Log.
  • Responsible for notification to technical users for the resolution of critical items of customers and maintenance of critical request log.
  • Follow up with support users for timely resolution of customers issues and coordination with customers for anything pending at customers end which will help in resolving the issue.
  • Responsible for sending estimates of change requests to customers for review and approval for the commencement of development work.
  • Follow up for estimates and maintenance of change requests records.
  • Responsible for sending of off-site chargeable effort to accounts department for invoicing and maintenance of its records.
  • Prepare of release schedule for all customers and keeping track of all the planned shipments.
  • Responsible for provision of QA Reports to MBFS customers.
  • Responsible for reading of maintenance contracts/service level agreements for maintaining the required service levels.
  • Responsible for creating awareness among the support users regarding the service level agreements for the required service levels.
  • Conduct meetings/telecons with customers and support users.
  • Respond to customers and on-site staff through email, chat & phone for the resolution of their queries.
  • Responsible for maintaining the records of all the support services activities for customers & on-site staff.
  • Responsible for maintaining the updates in customer log-notice board.
  • Ensure maintenance of customer services working ethics and procedures.
  • Keep close liaison with the customers and provide them best possible service to keep them satisfied.
  • Make concerted efforts to improve work procedures and processes to enhance efficiency and quality.
  • Responsible for team management:
    • Make an initial team whose composition and structure can be modified, based on the high level requirements mentioned in the contract and proposal.
    • Identify skill (technical and soft) level of the team member.
    • Identify training needs of the team (especially on quarterly and annual basis), prepare training plan and ensure the training delivery.
    • Keep the team appropriately skilled and motivated to perform to its optimum efficiency.
    • Train, groom and mentor team members to keep them at the best of their performance.
    • Keep all teams updated about any change in the plan and new requirements.
    • Coordinate and resolve both technical and non-technical issues among the teams.
    • Conduct team performance reviews:
    • Set goals for each team member.
    • Evaluate the performance based on the goals assigned.
  • To work in rotating shifts and on public holidays.

Job Details

Total Positions:
3 Posts
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Customer Services
Job Location:
Minimum Education:
Bachelor (14 Years)
Degree Title:
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Work Permit:
Apply Before:
Nov 10, 2016
Posting Date:
Oct 10, 2016
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NetSol Technologies Limited

Information Technology · 1001-1500 employees - Lahore

NetSol Technologies, Inc. (NASDAQ: NTWK) started its journey as a US based provider with a vision to create superior technology solutions. Relentlessly following our vision we now stand as one of the global leaders in IT Services and Enterprise Solutions. Delivering quality and customization for ov ...Read More