Zurich, Zurich, Switzerland
IT professional, passionate about providing the best quality service. Social Media enthusiast. Always looking for ways to grow and help others.
-Microsoft Office 365 and Microsoft Windows - MECM - Active Directory - Group Policy, file and print sharing, DNS, Exchange, - VMware vSphere - Mobile Device Management in AirWatch - Nexthink - Microsoft Azure - Windows System Support - Software installation/troubleshooting - Asset tracking - Support in Video Conferencing
• Data Center EMEA leading and supporting a European Customer Service Center team in a 24/7 environment • Hands-on day to day management of the shift team, managing performance to achieve customer Service Level Agreements • Acting as the initial point of escalation for all issues and during periods of crisis • Resource planning, working with the other Shift Leaders, to ensure adequate staff & language cover is maintained 24/7/365 • Handling incoming customer requests either via phone, email, CRM/ServiceNow/Salesforce systems • Resolving customer queries, or escalating customer service requests to the appropriate company contact to effectively resolve the query. • Effective & timely management of cases within the CRM system. • Following Company escalation procedures based on the impact or severity of the customer request. • Ensuring response time for handling customer requests within set SLAs. • Data Center Incident Management - Managing incidents reported by the DC and any requests via ServiceNow to ensure service level agreements (SLA) are met. • Alert monitoring to ensure all major or critical alerts are dealt with appropriately • Maintaining and updating critical customer information on the customer contact database. • Participating and promoting Customer Service improvement initiatives to ensure excellent customer service is provided. • Participating in projects assigned by Customer Service Manager. • Contributing to ongoing process improvement projects by identifying opportunities to increase quality and efficiency. • Providing customer training & 1st line support on portal usage. • Team Management of 3 to 10 people