Shramika Rai

Acts as a first point of contact for any technical issues. Resolved all level 1 & 2 issues and reporting to IT Service Delivery Manager. Provide general IT support for different companies. Use ServiceNow(ITSM) ticketing system for ticket management. Also, visit to different sites if physical presence is needed.

Key Responsibilities

• Serve as the first point of contact for any technical issue via phone, email, remote access and onsite.
• Performing Level 1 & 2 support tasks in accordance with the defined Incident, Request, Problem and Knowledge Management processes and escalate the unsolved issue to respective teams.
• Managing customer requests through ServiceNow ticketing system.
• Install and configure computer hardware, software, and applications, as well as support the roll-out of new applications and hardware.
• Perform staff onboarding and offboarding process.
• Microsoft 365 administration and support.
• Installation of video conferencing equipment and basic troubleshooting.
• Manage user permissions and group policies.
• Setup and manage mobile devices using AirWatch.
• Monitor system performance and security.
• Liaise with vendors, as required, to achieve problem resolution.

• Handle individual and group reservations via phone, email, and online platforms.
• Manage block bookings for corporate events, weddings, conferences, and tour groups.
• Accurately enter, update, and maintain reservations in the Opera Cloud.
• Secure deposits, process pre-payments, manage billing, and confirm payment details.
• Liaise with sales, accounts, front office, housekeeping, and F&B about arrivals, departures, and guest needs.
• Handle booking errors, overbookings, or guest complaints professionally.
• Provide occupancy forecasts, track group revenue, and report booking statistics to management.

• Welcoming and assisting guests at check-in and check-out.
• Helping guest making booking via phone, online website or walk ins.
• Provide hotel information, services, local attractions, and travel guidance.
• Handle reservations, payments, and guest records.
• Assist with booking taxis, tours, and restaurant reservations.