Service Desk Analyst

CSC Malaysia SDN BHD

September 2012 to September 2013

- Providing excellent Customer Service via the telephone, email and chat system
- Logging Incidents/Requests that are issued to the Service Desk over the phone, email or chat
- Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements
- Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
- Understand and proactively operate the escalations procedure
- Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
- Completing administrative tasks, including checking voicemails, logging and progressing Change Requests and
- Internal Change processes
- 24 / 7 operation based
- Shifted from call agent to email agent
- Managing FCR Counts for Emails
- Primary FCR email agent

Executive Technical Support

SCICOM (MSC) Berhad

September 2011 to September 2012

- Supporting end users for Singtel (ISP)
- Handling inbound calls/ enquiries from customers pertaining hardware, software and administrative issues.
- Resolving issues for customers within stipulated time
- Crossed skill for all services. (MIO TV, MIO VOICE and etc)
- Salvaging irate end users pertaining technical issues
- Reaching Average Handling Time (AHT) target which is set by management. (9 minutes Talk time + 1 minute Hold time + 1 minute After call work = 11minutes)
- Completing each call report within the working day
- Upselling packages to customers

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies