Kate Diane De Castro Email & Phone Number

Dakabin, Qld, Au

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

London, England, United Kingdom

- Provide telephone, remote and desk-side support to the business, both locally and globally when needed, on a rotated basis, diagnosing and resolving customer issues while tracking and recording the issue- Assist in handling the volumes of contacts made by the FT business into Technology globally through phone, email, chat, self-service and direct contact, assisting in resolving or reassignment to the appropriate teams where applicable.- Manage calls and tickets of the global team and my personal queue to ensure SLA targets are met.- Ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied.- Escalate support queries to appropriate IT teams and work collaboratively to ensure timely resolution.- Perform user administration tasks on a host of end-user based applications and systems, both locally and globally.- To create and share knowledge with all members of the global team.- Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain a complete asset listing.- Provide VOIP telephony support.- Provide support to all mobile and end users devices, both FT and personally owned where appropriate.- Understand the full range of services that the Service Desk provides.- Develop and maintain a good understanding of the FT businesses and support priorities.- Contribute to the continual service improvement of end-user services.- Facilitate mobile handset and postpaid plan requests to respective suppliers.

Philippines

- Provided end users friendly and easy to understand troubleshooting guidance for all inquiries from handset, or data services and technical service issues- Created support service tickets and used web-based ticketing system ServiceNow to track and deliver support services and requests- Documenting, tracking and monitoring the problem to ensure a timely resolution- Troubleshooting problems across both Windows and Mac operating systems and applications- Responding to telephone calls, emails, chat, and self-service incident tickets and task requests- Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of Level 1 / Tier 1 support

Philippines

- Supported the biggest Telecommunications company in Australia- Assisted customers with their billing and account inquiries- Processed payment transactions and account changes- Sold products and services to maximize the account and to add more value to their services whilst ensuring they get the best out of their expenditures- Handled complaints of the customer about billing disputes, services not working, and incorrect products received- Actively listened to the customer’s disconnection reasons and made retention possible- Educated customers about different products sold by 3rd party vendors

Diploma, Information Technology

Electrical, Electronics And Communications Engineering

Electrical, Electronics And Communications Engineering