Account Overview :
Account Overview BearingPoint, a global management and technology consulting company known for its deep industry experience and high customer satisfaction. They collaborate with clients in government and industry in more than 60 countries to solve their most pressing challenges from strategy through execution.
Their employees provide strategic consulting, applications services, technology solutions and managed services to government organizations, Global 2000 companies and medium-sized businesses around the world.
Kind of support that account provides :
The BearingPoint Service Desk is a 24/7 desk and supports clients who speaks different Languages. The BearingPoint service desk now consists of 2 teams, L1 Helpdesk and Floor SMEs. The helpdesk team provides frontline support for the users and the Siebel team provide user access management for the Siebel accounts.
The user will need to dial 1-866-524-6435 in order to reach the BearingPoint Service desk. Support is provided to only the permanent BearingPoint employees or the contract employees.
The users call usually for the some of the following requests:
Delete/Disable/Remove Full time and Contract employee’s user Accounts
Outage Notices.
Password Reset Requests.
Siebel account creation/modifications.
Token Assignments.
MS Outlook related issues and requests. Kind of support that account provides
Team Org Chart :
Team Org Chart Unit Manager
Koustav Nath Basu Director, GSD I
Girish Sharma Operations ManagerIan Peter D'Silva SMEBharat Mahenderkar SMEPodhumai Arasu Team Leader Asma Begum Team LeaderEsther Prashanthi SME Hemanth K SME John Bosco Quality
Hima Challapalli Softskills
Aveek Kumar BIM
Firdose Anjum Engineers
Operational Performance :
Operational Performance
Delex Support :
Delex Support
Achievements :
Achievements SLA’s in Blue
CSAT – All time High
Desk initiated 6 SIPs for last one year and has successfully closed all of them positively impacting Opex and Customer Successful quadrants.
Improve Survey Return Rate
Open Case Reduction
Email DSAT Reduction
First call Resolution
Case logging Accuracy
Duplicate Ticket reduction
5/5 on ADM Survey for the 18th consecutive month ( A GSDI First )
Implementation of the CPI billing mechanism as of April’09
The Career and development program conducted helped 11 employees get promoted to the next level within last 1 year
Employee Engagement :
Employee Engagement Monthly Rewards & Recognition for Top Performers
Regular Team Outings arranged every Quarter
Lunch at Koustav's Place for the team
Weekly Fun activities conducted
The Nesting process in Place
Active participation in Zest Activities by the team
LDC Project in place
CPD – Goal settings
Fun @ learning
MCP Training
ThankYou :
9 10/21/2009 ThankYou HP Confidential