Devangini Patel Email & Phone Number

Australia

Victoria, Australia

Investigating and resolving the more complex software, hardware and issues for the eHealth product range escalated by the Help Desk. Liaising directly with external customers and vendor partners to resolve escalated issues. Using remote support tools where appropriate to investigate, diagnose and resolve more complex issues. Documenting and reporting on defects or issues found during analysis of escalated issues. Adhering to Fred IT support procedures, standards and methodologies. Training Level 1 and Level 2 Help Desk consultants. Liaising with the Product Management team and the respective Product teams on all aspects of product functionality, suitability for purpose, usability, incident prevention and resolution. Accurately recording in Fred Health CW application(s) incident details and actions to resolve problems. Worked with applications such as Microsoft CRM, Microsoft Word and Excel, Component with all the related software of work. Act as a liaison between customers and internal support staff and development staff to ensure accurate problem interpretation. Assisting in allocation of work to the eHealth consultants. Be the first point of contact for new vendors. Assisting with testing and installation of eRx. Acting Team Leader roles in absence of the Team Leader and assist with day-to-day activities in the team. ResWritten Wiki pages with step-by-step procedures on client services process for current and incoming services staff. Lead a team of 10 for short project. Assisted with assigning day to day activities and reporting on SAL’s.

• Provide first-level incident detail collection and problem resolution for all users with hardware and software associated and application software. Resolve as many user reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.• Use advance trouble shooting skills• Escalate problems as appropriate following the Help Desk procedures• Accurately record incident details and actions to resolve problems.• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process.• Utilize superior customer service skills• Maintain continues improvement with knowledge of Fred supported products and services. • Work with Fred Help Team Leaders to identify available training that will enhance and improve computing support delivered to customers.• Add value to the customer through interpersonal and communication skills.