Service Desk Agent
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I am achieving individual and team goals, supporting new business improvement, and retaining customers to achieve operational goals and key performance indicators while keeping profitability in view. Preparing reports to apprise management of the business performance and assisting in formulating future objectives and active policies and procedures
Acted as the first line of defence, providing timely assistance and resolving common IT issues, ensuring smooth operations and enhanced user satisfaction
Provided clear and concise step-by-step technical support. coordinating with our field service Engineer across the US
Ticket handling for requests dealing with Server Hardware
Addressed and resolved SLA issues promptly
Responded to client's emails and live chat regarding technician
Acted as the direct point of contact for any escalations from first-line engineers. providing prompt and effective issue resolution to end-users
Collaborating with other support levels in the crucial period to the realm of technical support
Bachelor of Commerce 2018 -2021
Pre-University course 2016 -2018
