Help desk Supervisor
Emcor
Total years of experience :11 years, 7 Months
• Ensure a prompt, accurate and courteous response to customers’ requests received either telephonically, electronically.
• Pro-actively coordinate with Service Providers and Duty Managers to ensure works are executed in accordance with SLA’s.
• Ensure criticality of tasks are tracked, monitored and implemented on a continuous basis.
• Accurate data input in SAP CRM.
• Proactively monitor and take corrective action on outstanding reactive tasks.
• Coordinate with Clients, FM to raise unavailability if required on service providers.
• Coordinate job responsibilities and develop beneficial partnerships with Service Providers and Clients
• Escalate critical and /or unresolved issues.
• Provide on job training and coaching for new agents.
• Conduct continues toolbox and Shift handover session to agents.
• Assist Help Desk Agents regarding Technical issues.
• Evaluate and escalate possible unavailability. Initiate declaration and send and informed the declaration to the concerned personnel.( Email and phone to the Service provider)
Managing client account and carrying out projects in brand activation and below the line marketing.
Preparing proposals, Managing marketing team and budgets, Supplier management and manpower management.
Running projects in Merchandising, Advertising, Brand Managemnt and sales support.
To act as the first point of contact. This involves operating and maintaining a call centre. To ensure a professional, effective and customer focused interaction with all internal and external customers.
network troubleshooting and installment, requirement identification for new proposed system that will be used students, academic and non-academic staff.
2006: Starting a study of B.I.S. in (Information Technology) Information System Department in the International Islamic University Malaysia, Graduation date on: May 2012.