Experienced IT Service Desk (Voice & Email Support)

Works with customer who have complaints, orders, or require information Helping customer to port their numbers from old to new service provider Making sure no fraudulent activities happened in every call Basic troubleshooting, problem documentation, resolution of routine issues, and escalations to higher levels for complex problems, when necessary

• Offer foundational technical support in infrastructure services, providing assistance in routine tasks. • Act as the single point of contact for all computers and system related issues. • Document thoroughly all incidents in Service Now ticketing system. • Collaborate with team members to address infrastructure challenges and daily operational tasks. • Perform administration and access support through Active Directory, Citrix Director and Office 365 admin tool including account creation. • Process Service Requests and provide updates to the users.

I had 1 to 2 years experience as Technical support representative in a BPO company. We troubleshoots app and equipment issues and also assist with billing, account, channels and orders issues.

Responding to customer inquiries and resolving issues Ensuring compliance with email communication regulations and policies Categorizing emails by priority and content Creating and reviewing emails

Act as a shift lead for a specific shift (2 to 3 members each shift) Assist other team members in making decisions. Provide mentorship and contribute to developing best practices. Collaborate with others to ensure smooth knowledge transfer Analyze complex problems, identify patterns, and propose solutions Balance workload, prioritize, and manage tasks