Helpdesk Agent IT support (Tata consultancy services) level 1 project Owens Corning

02/01/2012-30/06/2013

Receiving and answering incoming phone calls

● Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

● Opens trouble tickets to record all actions taken to effect resolution of customer problems, also

Updates on existing problem conditions and coordination of ticket activities to closure (BMC

Remedy, ServiceNow)

● resolve the requests in line with the set SLAs, and forward the more complex queries to the second

level team(Desktop Team L2)

● Follow up and make scheduled callbacks to customers where necessary;

● contribute to overall achievements of required Service Level by maintaining agreed personal targets.

Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met