Md Refat R. Email & Phone Number

New Zealand

Waikato, New Zealand

Responsibilities- • First port of call for all information technology related problems• Taking ownership of users’ issues and providing a high level of timely, accurate, andproactive customer service• Ensuring the timely and tidy provisioning of computers, including PC/Laptop builds,installing software, and deploying hardware, peripherals, and printers• Ensuring the continued operation of computers and related items, includingtroubleshooting, determining root cause, resolving issues• Assisting users with all company supported applications, including CRM, theOffice365 suite, and other tools where appropriate• Enrolling mobile devices to the Gallagher wireless network and/or VPN• Ensuring users’ network connectivity is maintained• Performing scheduled maintenance tasks• Providing computer orientation to new company employees• Utilising Remote Desktop support tools to support both local and remote users

34 Sale Street, Auckland

Responsibilities-•Diagnosing and resolving a wide range of technical issues related to broadband, home-line, emails, laptops, PC and mobiles•Engaging end users and answering their queries via email, phone, website live chat and in forums•Logging, resolving and monitoring fault tickets through portals and ticket system•Documenting fault resolution, isolation procedures and keeping client registration data base up to date•Taking ownership of the call or email and seeing it through to closure•Escalating issues where necessary to incident management team•Analysing and explaining product & plan configuration & service add-ons•Maintaining High-quality standards while following ethical practices•Following up with clients to ensure satisfaction of services purchased, arranging modifications and resolving any problem arising•Upsell value added services which meets customer requirements•Assist new team members with their queries