Dishant Dave Email and Phone Number

• Resolve technology-focused client inquires (technical & non-technical):• Provide phone, email, chat or service desk based technical support for IT services consumed by Medtronic users, including:1) software (internally developed applications, productivity applications, computer operating systems, and internet applications)2) hardware (printers, desktops, laptops, drivers, monitors, and PDAs).• Use experience, knowledge, and resources to facilitate effective resolution of… Show more • Resolve technology-focused client inquires (technical & non-technical):• Provide phone, email, chat or service desk based technical support for IT services consumed by Medtronic users, including:1) software (internally developed applications, productivity applications, computer operating systems, and internet applications)2) hardware (printers, desktops, laptops, drivers, monitors, and PDAs).• Use experience, knowledge, and resources to facilitate effective resolution of issues by understanding user needs and delivering both technical and non-technical solutions to enable user productivity.• Identify and engage proper escalation resources when first level resolution is not possible.• Prioritize issues by assessing the business impact of problems based on Business Unit criteria and SLA’s.• Interact with internal and/or external escalation resources to resolve complex technical issues.• Document pertinent information about all incidents and resolutions.• Create and update knowledge base content to improve service to users including: written procedures, tips, reports, and other support related material.• Acquire and maintain knowledge on IT services and solutions through individual learning, team training, and various experiences in order to ensure optimum resolutions for users.• Recommend IT services and solutions as appropriate to best meet user requirements• May work on projects or tasks to develop and/or address technology or process improvements, customer service, training, knowledge transfer, reports, and documentation• May develop and deliver technical and process training to staff members• May coordinate communication and troubleshooting to determine impact of major system outages which effect the global organization• Other responsibilities and tasks as assigned by management Show less

helping to develop and implement a customer service policy for an entire organisation;finding ways to measure customer satisfaction and improve services;managing a team of customer services staff;handling face-to-face enquiries from customers.

Technical Supervisor