mitch sarroca

* Taking escalation calls from Junior Service Desk Engineers. * Handling calls and emails for Optus Executive/VIPs. * Raising potential major incidents to Command Centre in a timely manner. * Provides assistance to Junior Service Desk -Engineer for hard to understand issues. * Ensure that everyday SLA has been met. * Monitoring email queue * Provides feedback to Junior Service Desk regarding rejection cases. * Handling escalation cases coming the management team. * Reviewing of KBS (Knowledge Base System) for new updates.

* Ensure calls are answered and emails are responded in a timely manner. * Provide first level troubleshooting on all reported incidents. * Attempt as many first call resolutions (FCR) as possible. * Log all incidents reported to the Service Desk. * Perform initial classification/prioritization of the incidents. * Escalate incidents to 2nd level resolver groups as per work instructions.

* Receive calls, emails and web tickets from customers/service desks and create tickets as needed. * Ensure all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment. * Customer focus providing consultancy to business clients regarding availability and functionality of services. * Enforce and review Support Centre process to ensure documentation is current and to provide management escalation for Support Centre staff. * Acknowledgement and qualification of NMS alerts and open causes with the appropriate priority level. * Diagnoses of problems and provide solutions to achieve service restoration. * Remote diagnostic troubleshooting and checks for customer incidents.

* Provide multi-channel technical support to customers including telephone and on-line service requests * Document details of each support request in CRM system * Maintain timely and routine communication with customer on progress of work * Manage service requests queue with the ability to recognize high priority problems and act quickly * Analyze each support request for root cause, determine if the issue could be prevented by changes in the product or business processes * Remotely connect to customers' systems to solve issue if possible