Optimistic. Self Motivated. Driven.

Hi all and welcome to my profile! :)

I have over years of work experience mostly in BPO industry.

My tasks include the following:

Log all calls, using the designated call handling and ticketing system.
Take end to end responsibility of the logged requests and monitor work progress and service levels.
Provide incident, problem and complaint (escalation) management for the in scope services domain.
Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements.
Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals.
Provide “First Time Fix” based on contractual scope and obligations.
Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.
Keep the customer, during follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group
Maintain a friendly tone of voice during the call / email reply to ensure best customer service provided to every end user.

TECHNOLOGY PROFICIENCIES
Software: MS Office (Word, Excel, Outlook, Access); instant messaging software: Skype for Business, Microsoft Office Communicator
Browsers: Internet Explorer, Mozilla Firefox, Google Chrome, Safari
Helpdesk Tools: Active Directory, MyDesk, MSMA/Blackberry Enterprise Server
Ticketing Tools: ServiceNow, Cite CRM
Remote Access Software Tools: Windows Remote Assistance, LogMeIn, Chrome Remote Desktop
Platforms: Windows, UNIX
Others: Good Application, MobileIron, Email+, Docs@Work, Web@Work, RSA SoftID, RSA SecurID


Hope to be a part of your team soon!

Best Regards,
Dianne