Princess Detablan

• provides 24/7 support to meet the IT needs of all EMEA Hosted Customers of EMEA Licensed customers across multiple business lines in addition to EMEA internal staff
• duties rotation between Triage, Shared Mailbox, Password Reset and User Admin
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• handle phone and email assistance as well.
• Knowledge of basic problem resolution and escalation practices
• Problem Solving and critical thinking. Can handle a high volume

of request / incidents while consistently maintaining excellent ticket quality

• Exhibits a solid understanding of work environment and demonstrates a detailed understanding of specific applications and systems
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked effectively in fast-paced environments.
• Resolved problems, improved operations and provided exceptional service.
• Learned and adapted quickly to new technology and software applications.

• Provides single-point contact on incident and service requests logged via email, calls or self-service portal
• Obtaining key and additional information required to resolve ticket
• Documenting all actions and information in ticket
• Evaluating ticket severity and urgency and setting priority
• Ensuring ticket is categorized correctly and re- categorizing as required
• Setting tickets first response and resolution time SLT
• Working with Stakeholder to provide first point resolution to incident where possible (i.e
• Handling routine requests and incidents)
• Assigning incident to second and third level analysts where first point resolution hasn't been possible
• Responding to request for information from client
• Monitoring ticket progress and status
• Ensuring client has been advised of incident outcome and is satisfied with incident resolution (chase process)
• Closing ticket if applicable
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Participated in team-building activities to enhance working relationships.
• Delivered services to customer locations within specific timeframes.
• Exceeded goals through effective task prioritization and great work ethic.
• Developed and maintained courteous and effective working relationships.

• Create, tickets for support desk requests via phone, email, or in chat, troubleshooting questions within scope of position when possible
• Provides 24x7 applications support on IT Operations platforms involving IVR systems.
• Determine if service request is within department's scope of responsibility, if so, analyze and handle request, until problem is resolved or needs escalated, if not, route request to appropriate department
• Initiate and drive emergency conference bridges to resolution
• Monitor status of support desk tickets ensuring they are completed in timely manner while maintain up-to-date records
• Communicate outages, know problems and updates HD to notify client via email, call or IVR messages
• Update and maintain support desk documentation (e.g., outcomes of service tickets, knowledge base, etc.) with clear, concise explanations in timely and accurate manner
• Update information on service requests as necessary, and close out service requests when client's' problems have been resolved
• Prepare data file for transmission, ensuring data file is in correct location
• Set up new transmissions in assigned platforms
• Check assigned platforms and other logs for failed transmissions attempt to correct cause and retransmit
• Monitor system performance to ensure system is functioning at proper level
• As applicable, resolve to completion problems identified during system monitoring
• If problems identified during system monitoring are not correctable, notify proper personnel for problem resolution
• Escalate to appropriate departmental staff any exception that could adversely impact services provided to clients
• Complete logs and shift reports within established deadlines, noting any exceptions that occurred during shift
• Ensure that next shift is aware of requests that were not completed during current shift

• Created plans and communicated deadlines to complete projects on time.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked with customers to understand needs and provide excellent service.
• Worked flexible hours across night, weekend and holiday shifts.
• Responsible for providing daily productivity reports of team
• Responsible for ensuring smooth day to day running of team
• First point of support of engineering staff
• Initial escalation and point of all user request Monitors and checks backups of team backlogs , call backs and aging ticket
• Ensures staff kept up on their daily KPI(Key Performance Indicator)
• Review aging tickets and provide feedback to concern staff
• Manage and implement small projects as requested
• Collaborated with team members to achieve target results.
• Handles escalation call (supervisory call) of department –technical adsl, dsl, nbn etc. and non-technical accounts.
• Exceeded goals through effective task prioritization and great work ethic.
• Maintained energy and enthusiasm in fast-paced environment.

• Handles escalated cases adsl/nbn from helpdesk
• Average 150-200 cases day
• Performs advance troubleshooting and reads line test result using DSLAM(Digital Subscriber Line Access Multiplexer)
• Decides when to dispatch field or onsite technicians
• Handles technical escalation calls from helpdesk
• Handles field technician calls for line testing
• Exceeded goals through effective task prioritization and great work ethic
• Worked with helpdesk to understand needs and provide excellent technical service

• Support or assists internet connectivity to Australian customers relating to ADSL and Dial-up connections
• Respond to requests for technical assistance in person, via phone, other electronic medium
• Track and route problems and requests and document resolutions
• Provide client support and technical issue resolution via configuration of client's equipment to connect to internet via modem/DSL router ( Dial-up/ Wireless-WIFI customers only)
• Provide training to clients in use of system and applications related to internet
• Obtain general understanding of OS, e.g
• All windows OS/ all MAC OS and other application operations related to company offered services
• Provide assistance in setting up account using client based mail and web based program
• Identify and correct or advise, on operational issues in client computer systems
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Perform creation of new accounts using company provide software tools
• Follow standard help desk procedures
• Provided basic end-user troubleshooting and desktop support

• Configuration of client's handset to activate/reactivate phone
• Provide account assistance, perform account research, maintain sales goals, access multiple computer systems, and answer questions regarding technical and billing aspects
• Diagnose determining factors for customer issues and implement fix in system for issues and required to dispatch tickets to problem areas
• Assist Tier 1& 2 technical support representative to solve basic technical problems and for investigating elevated issues by confirming validity of the problem and seeking for known solutions related to these more complex issues
• Review the work order to see what has already been accomplished by the Tier 1 & 2 technical support representatives and how long the technician has been working with the particular customer to prioritize the troubleshooting process and properly manage time
• Provide leadership for Tier 1& 2 technical support representatives in terms of quality of customer service and technical knowledge
• Take part in on-going internal quality assurance process, reporting performance or quality issues and pursuing their resolution
• Assist in identifying problems affecting large numbers of customers and in finding long term solutions
• May include programming tools to streamline repetitive tasks
• Assist in handling difficult/dissatisfied customers via phone and email responsible for raising issue to manager support group.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.

• Provide client support and technical issue resolution via phone and other electronic medium
• Configuration of client's equipment to connect to internet via modem/DSL router ( Dial-up/ Wireless-WIFI customers only)
• Provide training to clients in use of system and applications related to internet
• Obtain general understanding of OS, e.g
• All windows OS/ all MAC OS and other application operations related to company offered services
• Provide assistance in setting up account using client based mail and web based program
• Identify and correct or advise, on operational issues in client computer systems
• Perform creation of new accounts using company provide software tools
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and computers.