Greeshma P Email & Phone Number

Dublin

• Support Desk Lead
• Providing technical support, testing, debugging programs, managing workstations, and training end-users.
• Project management of new roll outs (new products, site reviews, site audits, etc)
• Coordinating and collaborating with other professionals, such as engineers, and internal colleagues, to ensure job success.
• Involved in troubleshooting hardware and software issues, ensuring network security, and providing technical support along with Desktop L1, L2 support across a wide range of IT-related areas.
• Providing technical solutions, troubleshooting services, and developing and documenting technical processes to ensure the timely resolution of problems.

Dublin, County Dublin, Ireland

• Involved in maintaining, upgrading, and managing hardware and software, networks, and servers.
• Providing desk support for multiple clients (Lidl, Apple green, MCC, Obrien’s) ensuring to deliver solution for the issues caused within the SLA.
• Regularly checking and dealing with queries and call logs to all shared mailboxes and responsible for contacting/emailing appropriate personnel to correct missing and incorrect issues.
• Communicating directly with the customer to obtain relevant information relating to service requests.
• Monitoring and Ordering parts internally as and when requested/required by the engineer.
• Tracking and chasing the progress of part deliveries with the supplier.

Dublin, County Dublin, Ireland

• Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control.
• Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.
• Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.
• Trained 35 new employees on responding to calls appropriately and company standards.