Cluster Team Lead
injazat Data Systems
مجموع سنوات الخبرة :15 years, 3 أشهر
• Responsible for 15 agents from service desk for monitoring and quality of their work.
• Generate daily, weekly and monthly reports KPI, FCR and Trend analysis).
• Generate customer satisfaction survey report ( feedback report )
• Generate quality assurance report for each agent.
• Provide required training for the new joiner to our department.
Currently I’m holding a position of Service Desk Coordinator; conducting various tasks and duties such as:
1. Provide support to all Injazat Data Systems clients.
2. Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user
3. Troubleshoot as appropriate in order to achieve a satisfactory solution and gain all relevant information into case
4. Be ready and available at the beginning of shift to handle client requests. Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levels
5. Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients requests in a timely manor
6. HP Service Manager Software - Enterprise Service Managements Agent.
(SICOM Company for NOKIA MEA (middle est. and South Africa) Malaysia )
Technical Support Executive
Provide support for NOKIA users in middle est and South Africa.
Install software for NOKIA users throw website
• Master of Software Engineering from University of Malaya (UM), Kuala Lumpur – Malaysia, 2012- waiting thesis correction. GPA 3.1/4
• Bachelors’ degree in Software Engineering from Applied Since University (ASU) – Amman – Jordan, 2003- 2007.