Helene Huguette Moudjongue Mbimba

French Bilingual Helpdesk

Laborex Eurapharma

02.2022 - 03.2023

Assisted users via phone (in and outbounds),chat and email.
Reset and/or unlocked Windows, SAP and Admin accounts using Active Directory, SAP Gui Portal and Enterprise Identity and Access Management (EIAM).
Assisted users with software issues such as SAP, MS O365 products (Outlook, MS Teams,etc...), STAS/Persona.
Assisted pharmacy users with Hardware issues such as the Zebra handheld, Printers, Registers, scanner scales.
Assisted pharmacy bookkeepers with network and codification issues.
Maintained detailed documentation of customer interactions, ensuring accurate records for future reference.
Managed user accounts and access permissions, ensuring data security and compliance with company policies.
Searched specific Knowledge Base Articles (KBA) depending on the issue/inquiry.
Coordinated with specific Support groups whenever there is a ticket incident to be assigned.
Coordinated with Team members from France regarding fret details such as Air Way Ban (AWB) and Shipping Order to make sure specialized medicines and pharmaceutical material will be delivered on time.
Participated in regular training sessions to stay up-to-date on emerging technologies and industry best practices.
Enhanced customer satisfaction by efficiently resolving technical issues through phone, email, and chat support.
Conducted remote diagnostics (Using Remote control tool) and repairs on client systems, minimizing the need for onsite visits by IT staff.
Addressed users' concerns in timely maner to make sure they're being resolved within the SLA.
Provided exceptional service by proactively addressing potential issues before they escalated into full-blown problems for clients.