Jayadeepan Sathyamoorthy

Providing end user support for 1000+ users

Supervise team and provide leadership, training, mentoring, coaching, and direction to Service Desk Analysts.
• Handled troubleshooting and system support for 1000+ end users of the security access management services system, including hardware, application, installation and configuration
•Be the first point of contact for all support or service calls on a daily basis. Complete Daily Operations and manage tickets in accordance to the service desk process and procedures.
• Provided support and set up for network printer, Scanner and vendor device installation both on and off site.
• Develops and maintains knowledge articles to minimize dependencies on personal knowledge and to avoid potential single points of failure within the team
• Ensure that the Technical Support Team Manager is notified of any on-going faults and training related support calls across all jurisdictions.
• Documenting processes and maintaining service desk records. Making recommendations to optimize IT performance and to prevent future problems.
• Collaborating with internal departments to ensure that IT needs are met. Keeping informed of advancements in IT.
• Liaise with the wider Support Team regarding outstanding calls and managing user expectations.
• As Technical Specialist, provide day-to-day supervision of team members, ensuring work is allocated and completed effectively and achieved AFL.
• Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects.

Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Keep users informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.
• Assist team members and provide support and solutions to customer queries to meet company objectives.
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office. Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty.
• Performed troubleshooting techniques over the phone, Skype messenger or via remote applications to identify and resolve issues. Supported password reset for various business applications and windows account. Managing user account via Active Directory.

Supporting customers by emails and online chats by giving them solution of their product in use.
• To study the functionality and business process changes and suggest necessary actions to be taken and training to be provided to the team members.
• Training the new employees in the e-mail process as well as in the technicalities of the product to provide support to customers.
• Communicating with clients regarding grievances from the company and also giving new information on new products or services.
• Determining the needs of the client. Overseeing the quality of deliverables.
• Resolve an average of 400 inquiries in any give week, dealing with all types of inquiries including billing issues, product information queries, delivery issues and numerous other matters.

Providing customer service and understanding the needs of the client.
• Handling customer request via emails and online chats.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Attending escalation e-mails apart from handling regular requests
• Conveying the client requirements to the team with regards to the process.
• Providing the feedback to the process manager and develop our business.
• Communicate with appropriate internal/external teams, carriers, vendors and warehouse.
• Managing the team effectively to ensure achievement of target and performance.
• Delegating assignments to team members.
• Handled billing related queries and escalations. Also provided training for team members