Lalith Kumar Email & Phone Number

Qatar

Tier 1 Help Lines | Customer Service |Communication, Maintenance Work. • Attend to all communications towards Helpdesk (phone, fax, and email, walk-in), end-to end users. Our Responsibilities was Handle the Query, Request, Complaint for Air Condition, MEP, Civil Work, Access Control, Fire Alarm.• Perform various administrative duties such as mass-mailings to support fundraising efforts for the blind and other organizations.• Performing the task by using necessary software, Call-Tracking Tools: Concept Evolution, Remedy Trouble Ticket Oracle • Monitor, log and track all phases of Help desk support.• Performed diagnostics and troubleshooting of issues, documented help desk tickets/resolutions, and maintained equipment.• Sent tickets to appropriate departments utilizing ticket tracking system.• Provide technical support to customers on telephone, email and through tickets. • Analyze and troubleshoot issues by various soft wares. Improved corrective actions through resolution and follow up.• Ensured precise handling of service requests contributed to overall network team in lying of new infrastructure.• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.• Final escalation point for all technical & Maintenance support issue.• Closing of work request in CAFM as well as into share drive database based on the supervisor/foreman reports provided with detail job card.• Follow up on the pending work request as per the priority by call as well as through email as a daily basic.• Issuance of PPM job cards to the supervisor/foreman a week prior of the month with the helpdesk coordinator.• Prepare the monthly report covering the all work request and PPM/Corrective tasks update.• Prepare monthly report raised task Vs. Completed.• Assist Helpdesk Supervisor to prepare Monthly Helpdesk Report.

United Arab Emirates

• Attend to all communications to Helpdesk (phone, fax, email, walk-in)• Use phone etiquette while dealing with users• Provide first level support to users and improve first level resolution percentage.• Log the calls and requests in the Service Desk System• Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents• Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support• If immediate resolution is not possible, assign requests to second level personnel• Communicate with users regarding use of FAQs, Policies, and Procedures.• Track progress and provide call status information to users • Provide management reports (Statistics, Trend analysis, Corrective Action)• Perform software installations (individual and group roll-outs), Manage knowledgebase, FAQ • Maintain list of Service Assignment Groups, SLAs • Notify support personnel about variance and update Service Desk System for reasons and justification • Improve skills in line with the new technology roll outs.• Provide guidance to Service Desk Team members and share the knowledge• Communicate with users regarding new services, planned service disruptions and other bulletin messages• Installation & configuration of Office Automation systems.• Handling escalated calls for any issues in the site.• Troubleshooting technical issue with existing or new integration.• Collect, document and keep track of all order to keep the up-to-date• Provide the end users (our customers) with a positive experience in order to establish their trust on provide their feedbacks as source for improvement• Document common integration problems and fixes for the staff and support portal.• Analyze data to generate new approaches and ideas for optimal performance Transforming large data sets into actionable insight