Robert Watt Email & Phone Number

Melbourne, Vic, Au

Notting Hill, Victoria

Help desk support and call logging to multiple businesses for ~3000 Endpoints / 400 Servers / Varied Thin Client DeploymentsWork in a cooperative Large team spanning 2 countries with Outsourced operationsTake escalation inquiries technical and personal from clients and staff alike.Maintain and update documentation and procedures to direct staff, provide client consistency and reduce incoming complaints to helpdesk as a primary focusMentor the success of level one staff and… Show more Help desk support and call logging to multiple businesses for ~3000 Endpoints / 400 Servers / Varied Thin Client DeploymentsWork in a cooperative Large team spanning 2 countries with Outsourced operationsTake escalation inquiries technical and personal from clients and staff alike.Maintain and update documentation and procedures to direct staff, provide client consistency and reduce incoming complaints to helpdesk as a primary focusMentor the success of level one staff and helpdesk managementProvide at least 34 hours billable per weekRotating 24/7 emergency phone duties for 24/7 clientsDevelop and oversee new solutions and procedures in a proactive mannerProactively monitor and manage backup solutions across the entire client baseLiaise with Client key stakeholders and Business Managers and account for delays and Resolutions Show less

Perth, Wa

Helpdesk operationsResolve requests in a timely fashionDevelop relationships with clients and Business ownersWork in a small team environmentOnsite visits to customer premisesDevelop technical solutions to problems facedPlan and present changes to business owners and operation managersImplement changes to client businesses with minimal downtime or interruptionImprove documentation on the fly as required

Osbourne Park

Provide a High level of customer service to the clients of XciteLogic for first and second level supportLog incidence to the Incident Management System for phone calls, emails and verbal requestsRemotely Troubleshoot client and internal staff issues from reported incidentsDocument progress for incidentsLiaise with third party vendors when required to assist in troubleshooting.Escalate incidents based on SLA'sCover a range of technologies including Windows and Mac… Show more Provide a High level of customer service to the clients of XciteLogic for first and second level supportLog incidence to the Incident Management System for phone calls, emails and verbal requestsRemotely Troubleshoot client and internal staff issues from reported incidentsDocument progress for incidentsLiaise with third party vendors when required to assist in troubleshooting.Escalate incidents based on SLA'sCover a range of technologies including Windows and Mac systems, Physical and virtual servers, Active Directory Services, Exchange, Office 365, Kerio and other mail serversBackup software operation and diagnosisCreate and maintain documentationAssist in training new staff when requested. Show less

Subiaco

Supporting internal and external customers with outstanding customer service and problem resolution.Set reasonable customer expectationsMeet KPI statisticsEnsure followups were completed until call was resolvedProvide assistance to co-workers about internal procedures

Provide Service desk support to clients (phone support, verbally and onsite)Log incidents using BMC incident management systemPrepare and repair computer builds for useProvide SOE computer builds to clientsLog faulty machines to a third party repairerRelief Backup duty in the absence of the backups engineer`