Abigael Gitahi Email & Phone Number

Portland, OR, US

Kenya

• Responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets/SLAs are met.
• Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
• Observe service desk operation techniques to determine how effective they are and implement new techniques.
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
• Ensuring the adherence of professionalism and expansion of all activities done at the service desk.
• Answer and monitor queries and enquiries from IT Support and other departments within IT.

Kenya

Manage JML Process- Perform the CCI IT JML process for CCI and CCIS. Elevated - Memberships/ Entitlements. Configuring User AD Account. Reconciliation against the movers and Leavers.Incident management - I provide effective and efficient incident handling which in turn ensures continual service uptime, whether its P1 or P2.( Incident identification.

-Maintaining a positive, empathetic, and professional attitude toward customers at all times.-Responding promptly to customer inquiries.-Communicating with customers through various channels.-Acknowledging and resolving customer complaints.-Knowing our products inside and out so that you can answer questions.-Processing orders, forms, applications, and.

• Conducted comprehensive training on various computer packages, tailoring instruction to individual student needs.
• Diagnosed and resolved technical challenges faced by students, fostering a positive learning environment.
• Led interactive focus group discussions, fostering a dynamic learning environment.
• Collaborated with fellow instructors to develop curriculum updates and improve teaching methodologies.
• Provided hands-on support to partners, offering solutions to their computer-related challenges.
• Conducted regular assessments to evaluate student progress and adjust instructional strategies as needed.