Service Desk Analyst

• May 2022 - Present

• Remote technical support. • ITIL Compliant Service Desk for change, incident and problem management. • Ticket logging. • KPI and SLA measurements based on organisational requirements. • Remote technical support. • ITIL Compliant Service Desk for change, incident and problem management. • Ticket logging. • KPI and SLA measurements based on organisational requirements.

Service Desk Analyst

• Sep 2021 - Nov 2021

• Provide support to students and staff through phone calls or emails. • Log and update full support process in the ticketing system. • Remotely access their computer and resolve the issue live on the call if there is a need, ensuring advice is given on how to resolve the problem in the future when applicable. • Manage own workload depending on the number of calls and emails received, accomplishing all the set targets. • Provide support to students and staff through phone calls or emails. • Log and update full support process in the ticketing system. • Remotely access their computer and resolve the issue live on the call if there is a need, ensuring advice is given on how to resolve the problem in the future when applicable. • Manage own workload depending on the number of calls and emails received, accomplishing all the set targets.

Technical Support Advisor

• Nov 2020 - Sep 2021

• Provide support to customers with different levels of knowledge. • Take full ownership and resolve all enquiries from fault diagnostics to bill and account queries across multiple channels or escalated complaint resolutions. • Learn about the products and services and keep updated whenever changes arise. • Liaise with relevant departments of the business. • Provide support to customers with different levels of knowledge. • Take full ownership and resolve all enquiries from fault diagnostics to bill and account queries across multiple channels or escalated complaint resolutions. • Learn about the products and services and keep updated whenever changes arise. • Liaise with relevant departments of the business.

Emergency Call Handler

• Jun 2019 - Dec 2019

• Deal with emergency and non-emergency calls in a fast-paced environment. • Ensure appropriate procedures are followed at all times. • Make sure that safety is at the fore front of each interaction, even if that means to go against the will of the customer. • Present a professional and confident telephone manner and demonstrate clear communication skills. • Ability to use computer systems and general office facilities, such as computer packages, photocopier, facsimile, amongst others. Show less

Outbound Sales Specialist

• Jul 2018 - Dec 2018

• Outbound sales for one of the national leading companies providing broadcom services. • Prospect for potential customers (some of which were clients in the past) to introduce and sell the company’s products. • Usage of selling techniques to maximise sales, whilst working to achieve and overcome all KPIs set by the company. • Deal with customers in a calm and professional manner. • Onboarding of new colleagues including training on the software and communication with customers. Show less

IT Support Technician

• Oct 2015 - Dec 2015

IT Support Technician

• Oct 2014 - Nov 2014

IT Support Technician

• Jan 2014 - Mar 2014

IT Support Technician

• Oct 2013 - Nov 2013