Service Desk | Team Lead
Najm for Insurance Services
Total years of experience :3 years, 11 Months
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution. Collaborated with stakeholders to prepare plans and procedures to respond to emergency scenarios. Identified issues, analyzed information and provided solutions to problems. Entered service tickets into incident tracking system to facilitate faster problem identification and resolution. Addressed user customer service concerns and decided when to escalate problems to specialist team members. Diagnosed and resolved user system functionality issues to enable completion of desired operations. Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Helped streamline repair processes and update procedures for support action consistency. Engaged in user support interactions via telephone, chat and email platforms. Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. Assisted with day-to-day operations, working efficiently and productively with all team Post incident reviews