Providing pre-sales technical support for the development and implementation of managed services at Altron Digital Business

Heading up New Business Development for EOH

Remote\telephonic assisting users Ensuring that my call are kept within SLA’sUpdating of notification boardsMeeting set targets for the day\week\monthResolving set targets for the day\week\monthEfficient and effective call logging and allocation of incoming calls.Assist engineers in meeting SLA requirements.Ensure that all calls are logged on Remedy as per processes.Complete ad hoc projects within the environment.Ensure all calls are logged and assigned within a specific time frame.Follow up with customers and ensure that the users are assisted (Call management Function).Follow appropriate escalation processes when necessary.Assist with peer quality assessments(voice call recordings)Assisting the quality manager with ad hoc tasks.Making sure work instructions and other handbooks are constantly up to date with new information. Monitoring of SLA’s and making sure calls do not breach.Assisting and advising team members.LAN, WAN Design and implementation Microsoft Exchange experience.Active Directory support Server, PC, Printer, LAN and WAN hardware installation and configuration Desktop OS (Windows XP, Windows Vista, Windows 7) installation and support Anti Virus and Anti Spam product Knowledge of TCP/IP Windows 2003/2008 Server experience Microsoft Office 2003/2007/2010 application installation and support First and Second line Desktop\Remote Desktop Support

I use to travel at 1000km a week between the companies support sites