أحمد محمد مستريحي

• Monitoring and looking after the 1st and 2nd level support for the incidents and service
requests.
• Managing and handling the service desk team members for assigning tasks and
distribute the tickets within team members.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstation and
related hardware and software in order to deliver required desktop service levels.
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end
users, and recommend and implement corrective solutions, including offsite repair for
remote users as needed.
Collaborate with network administrators to ensure efficient operation of the banks
desktop computing environment.
Administer and resolve issues with associated end-user workstation networking
software products.
Preparing, maintaining, and upholding procedures for logging, reporting, and statistically
monitoring desktop operations.
Contribute to development and maintenance of the inventory of all desktop component
and equipment.

Responsibilities:

- Checking the data of the customers and answering their queries related to account details, credit limits, change of contact details, failed transactions and so on.

- Pitch for new products to the prospective customers.

- Assist customers in selecting a product or extend suggestive solutions for their problems.

- Help customers in fixing a technology related problem.

- Identifying and escalating customer issues to the appropriate bank department.

- Generated tickets for problems that cannot be resolved over the phone.

-Provided customers with accurate information regarding all retail banking products

- Resolved customer problems over the phone.

- Maintained excellent communications with customers to achieve customer satisfaction and loyalty

- Collated customer feedback, suggestions and complaints

- Cross-sold bank products over the phone and generated leads to other departments in the bank

-take the cm inquiry and try to provide them the appropriate service in the same time and fast way. -provide the cm road side assistance to their cars in the case of break down. -Resolving of customer problems over the telephone instantly. -Provide excellent customer service to achieve customer loyalty. -Follow up of customer cases and make sure all the needful are done.