SAP Helpdesk Team Leader

Answer service oriented questions and accurately record a detailed description of the problem at hand. Respond against the customer queries through phone calls, email, live chat, online portals and tracking their incident, requests and problem from creation until completion to ensure that the case has been resolved correctly. In the case I am not able to provide a solution to the requests and problem, I will be required to escalate it to the proper group or organization. • Receiving, classifying, registering, monitoring, prioritizing, escalating and following up as a first point of contact on requests for any type of assistance from users. • In depth customer management to increases customer satisfaction.• Assisting in the creation and management of user documentations and tutorial. Monitoring availability of services and following up on events reported by the customers.• Manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.• Follow instructions, take responsibility for all customer support actions and also keep commitments.

Support In-chargeWorking as a Support in Charge in telecommunications, LAN switches and related data systems, additional experience with installation and maintenance of Avaya PBX equipment such as IP Office, Definity G3, S8300 and S8700 Servers and Media Gateways, Intuity Audix and Modular Messaging. Witness, CCE, Voice Portal,

Help Desk