Siddharth V. Email & Phone Number

Upper Hutt, Wellington, Nz

Wellington, Wellington Region, New Zealand

Wellington, Wellington Region, New Zealand

• Provide technical assistance – over the phone, via Email for back-office computer, front office computers, EftPos terminals, point of sale computer (POS) hardware and software, Barcode scanners, Printers, Retail infrastructure support, maintaining client login accounts• Provide troubleshooting assistance for IT infrastructure – over the phone, through remote desktop tools such as Team viewer, Cisco VPN, Citrix, VNC Viewer, Remote-Admin, Win-Auth (password generator)• Logging calls accurately and setting correct milestones using CRM Tool My Salesforce (ticket logging system)• Setting the priority of the issues as per client contract and adhering to the SLA’s and KPI’s• Resolving all tickets classified as fixed on first• Use communication channels for notifying incident and Service Request progress and status to customers• Monitor and track all Incidents/Service Requests to contribute to the service level attainment with regards to Incident and Service Request Management• Work with resolver groups to ensure Incidents/Service requests are resolved in a timely fashion and do not exceed SLA• Comply with company and client contract policy• Maintaining communication with the internal team members, management staff, technicians and external client• Resolve customers' technical requests in a single call when possible.• Using internal resources (confidential) for issue resolution• Attend meetings/training to keep up with new policies and product knowledge.• Escalate to higher support team when needed using escalation process protocol, depending upon the type of issue• Maintain an in-depth understanding of the agencies desktop operating environment to troubleshoot and resolve common issues• Manage effective relationships with key internal and external stakeholders• Provide technical support to IOS products• Provide technical support to brother printers• Provide an excellent customer service experience

Wellington, Wellington Region, New Zealand

• Respond to requests for technical assistance in person, via phone, chat or Email• Diagnose and resolve technical hardware and software issues• Advise user on appropriate action• Follow standard help desk procedures• Log all help desk interactions• Administer help desk software• Redirect problems to correct resource• Identify and escalate situations requiring urgent attention• Track and route problems and requests and document resolutions• Resolve technical issues with local area networks and wide area networks• Prepare activity reports• Redirect issues to correct resource• Identify and escalate situations requiring urgent attention• Track and route problems and requests and document resolutions• Resolve technical issues with local area networks and wide area networks• Prepare activity reports• Contributing to the planning and review of office services and setting priorities and office service standards• Support for smartphones and mobile devices.• Managing records and accounts of the office• Purchasing materials, planning inventory and overseeing warehouse efficiency• Ensuring office equipment and supplies are maintained• Troubleshoot problems involving office equipment and software platforms• Ensuring that its network infrastructure is fully functioning; attending to, defining andresolving it and systems issues directly or through liaison with vendors as required• Manage and resolve internal and external issues• Stay up to date with current system information, changes and updates• Help update training manuals for new and revised software and hardware• Give training staff on software and hardware usage when necessary• Maintain confidentiality of documentation and information as needed and as appropriate• Finding ways to increase the quality of customer service• Ensuring compliance with legislation, policies and procedures• Support any additional changes to the business both on a technical level and process level

Auckland, Auckland, New Zealand

• Responsible for implementing systems that support effective procurement practices• Setting high standards of services and ensuring they are always maintained• Answer calls in a timely and professional manner• Operate an effective information system with the management of paper and computer-based document systems.• Provide ad-hoc system reports as requested by Operations staff. Reviewing and updating health and safety policies • Installing and configuring computer hardware, software, systems, networks, printers, and scanners• Monitoring and maintaining computer systems and networks• Responding promptly to service issues and requests• Providing technical support across the company (this may be in person or over the phone)• Setting up accounts for new users• Repairing and replacing equipment as necessary• Testing new technology• Possibly training junior staff

Auckland, Auckland, New Zealand

• Serve as the first point of contact for customers seeking technical assistance over the phone or Email• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Determine the best solution based on the issue and details provided by customers• Walk the customer through the problem-solving process• Direct unresolved issues to the next level of support personnel• Provide accurate information on IT products or services• Record events and problems and their resolution in logs• Follow-up and update customer status and information• Pass on any feedback or suggestions by customers to the appropriate internal team• Identify and suggest possible improvements in procedures• Answering Emails and formatting documents• Attending inbounds and outbounds calls

Diploma Of Education, Computing, A+

Bachelor'S Degree, Computer Programming, Specific Applications