Mahir K. Email & Phone Number

King'S Lynn, Gb

Peterborough, England, United Kingdom

As a part of the service desk, I play a pivotal role in leading problem-solving for customers and the business. Experienced with training new starters and managing all incoming service tickets, I have learnt to work under pressure, handling multiple software and programming issues, ensuring a prompt and intricate resolution every time.Key duties in this role included:• Remote administration: Managing equipment on customers’ premises by providing remote administrative support.• Organisation and planning: Maintained detailed logs, collated relevant information and prioritised system and user support calls in preparation for the second line support team to take over completion of remedial action.• New users: Implementing user administration and set up, ensuring new users have full information about their login details with knowledge of how to gain access.• Fault-finding: Determining the nature of faults and the remedial action; used remote control software tools to provide fault resolution and diagnosis.• Compliance: Established and adhered to a comprehensive record of Help Desk policies and procedures.• Team supervision: Trained and mentored engineering staff, ensuring team members had appropriate skills and experience to deliver the key objectives.• SLA implementation: Monitoring all Help Desk incidents in line with customer service levels, consistently tracking, monitoring and reporting findings.

Bachelor Of Science - Bs, Creative Online Design

Higher National Diploma, Internet Management & Web Design