Global Service Desk for Thomson Reuters
IBM Business Services Inc.
Total years of experience :8 years, 0 Months
Analyzes and resolves incidents and requests of Thomson Reuter’s employees regarding of software and hardware application. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of ability or responsibility.
Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
Use Service Manager 9 to log all incidents and service request.
Use Moxie for email and chat.
Troubleshoot hardware, software, applications, connectivity, operating systems and Microsoft Office. Use all available resources to resolve requests on first contact. Ensures the end-to-end customer experience.
Knowledge in Active Directory, BES, RSA, Airwatch MDM, VPN, Software installation, Exchange Server and Remote Desktop.
Configure both android and iOS device for corporate email and other application.
Reset password and unlock user’s account.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Followed guidelines, resolution and escalation process in OKM.
Follow up user’s open ticket. Check for any update.
Maintains and protects confidentiality with regard to all aspects of employee information. Adheres to and supports IT&S standards, policies, and procedures.
Follow Code of Conduct and Value statements.
Performs other duties assigned.
Resolve internet connectivity issue.
Fix wireless problem, provide wireless password if needed.
Fix modem/router issue and configure new install modem.
Process technician appointment.
Guide customer in installing their new modem.
Check and provide information about the Service Order in the account.
Answers general inquiry of the customer.
Transfer customer in specific Department when needed.
Always make sure that we provide resolution to customer's internet problem.
Provide quality assistance to each customer.
Follow company's policies.
Participate in all up training to gain more knowledge and new ideas to apply in every call.
Prepare daily and weekly roster for cleaners.
•Give instructions to cleaning supervisor for daily activities.
•Answers calls of customer’s inquiry about the services and cleaning request.
•Manage booking and cleaning schedule.
•Callback previous client to offer cleaning service.
•Manage client complain for cleaners and cleaning service. Provide resolution for the issue
•Update daily collections.
•Follow up pending payments.
•Assist cleaners for their needs ( work related and cleaning materials ) together with the cleaning supervisor.
•Coordinate to the drivers for the client’s location.
•Received cleaning supervisor’s weekly report.
•Submit daily, weekly and monthly report to the General Manager.
Answers phone calls regarding billing and cable TV issue.
•Research misapplied payments.
•Research billing issues.
•Identify, research, and resolve customer issues using tools provided.
•Up sell products and services.
•Sell product (cable, phone and internet) and place customer orders in computer system.
•Attracts potential customers by answering product and service questions; suggesting information about other products and services.
•Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Send and picked up procedure request and patient to Radiology dept., Nuclear Dept., Angiogram Unit, Breast Care Unit, Radiation Therapy and Echocardiogram Unit via stretcher and wheelchair.
•Assist nurses in taking vital signs.
•Helps in preparing of patient for any procedure scheduled.
•Send laboratory specimen, request of chemo protocol and discharge prescription to pharmacy.
•Processed and collecting appointment paper for discharge patient.
•Send staff duty schedule, time back and duty alteration to nursing office.
•Send important documents and files to various hospital office dept.
•Send ambulance request.
•Follows all Hospital related policies and procedure.
•Participate in self and other’s education, training and development, as applicable.