Siti Nor Asyikin MOHD SHARIFUDIN

• • Perform Quality Assurance (QA) checks and perform regular examination of Service Desk Analysts (GSD) performance.
• • Record down all QA monitoring details and sharing them with the GSD agents for quality and training purposes in areas identified as gaps.
• • Customer satisfaction surveys are responded in a timely manner, constantly identifying and implementing methods to improve the survey results.
• • Providing Quality Assurance training via training delivery methods such as classroom, one-to-one, through MS Teams and in-house training sessions as required.
• • Assist in ensuring new hires are trained in both Business and IT areas, accounts and all other required access are prepared accordingly within 1-2 week of joining date.
• • Organizing in-house training for the GSD staff with regards to Business and IT modules based on the needs analysis above.
• • Become Subject Matter Expert (SME) for one or more IT/GSM/Fulfilment, and act as second level support for WHO staff as well as other GSD analysts.
• • Participate in meetings with Business and Technical meetings when required.
• • Create/update/maintain Knowledgebase articles
• • Create/update/maintain training materials and end to end process, slides and assessment. Conduct tests to identify knowledge gaps within GSD with QA.
• • Participate in new projects to conduct UAT, creation of process flow, SOP and other documentation.

• Reporting to the Global Service Desk (GSD) IT Team Lead. The incumbent is the first point of contact and main resource in WHO in providing first and second level user support and coaching on both ICT and IT Global Application issues, and to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as to ensure that
  guidelines/policies are followed.
  
  • Ticketing system used: Siebel, Service Now.
  • Communication Used: CISCO Deskphone, CISCO Jabber

IT related support area:-

Outlook issue, Office365, ActiveSync, Network Printer Issue, CISCO deskphone issue, SCCM, Active Directory (e.g: password reset, Account creation process, shared drive access/restore/faulty), MS Office Issue, MS Sharepoint
GSM related support area: HR Module, Finance Module, Procurement Module, Travel Module etc..

• To drive operational excellence by creating a conducive customer journey that leads to speedy and effective resolutions for customers and promoting self-serve

• Ensure seamless operations in terms of cash, inventory, • floor and in-store merchandising management, device warranty, device troubleshooting, sales and marketing

• To manage in-store customer experience by creating conducive customer journey, understanding crowd pattern, and executing smart scheduling for staff

• Enforce quality and compliance to standard policies and procedures

• Apart from attending to customer via different contact channels , will also focus on providing assistance by troubleshooting and resolving complex technical issues on mobile devices such as iPhone, Android Phones, iPad, Blackberry,
• Wireless Broadband, ADSL, FTTH, IPTV, Email setup, Windows, Mac OS and many other upcoming mobile devices and gadgets
• Articipating on mobile data and broadband product testing and simulation prior commercial launch
• The incumbent will be also required to attend to customers to resolve issues on-site
• Test, Diagnose and Simulate device and application service problems with the aim of resolving the problem and documenting solutions for future front line or training reference (knowledge management)

• Ensures the status, progress, and history of the service request/incident is up to date and correct for incidents that are not escalated
• Provides inputs to review team(s) as "Overall service seekers in day-to-day operations"
• Invokes the appropriate support to move an incident through the process to ensure that the escalation of the ticket is done in a timely manner
• As the authority to identify an owner for a service request or incident when required (e.g Bounces)
• Maintains focus on quality, Customer experience and the SLA objectives
• ILC's also ensures that customer communication and internal communication good practices are followed

• Handling inbound calls and emails for corporate users, Chevron Texaco oil for North America region. Provide any technical solution for any technical inquiry such as VPN connection issue, BlackBerry issue, application issue such as MS Outlook, MS Office, network printer issue, shared folder issue, internet connection issue, remote desktop troubleshooting, liase with upper level support team for any severity 1 issue.

Take the role in handling inbound calls to provide technical support for SingTel Broadband, MioTV, MioVoice and Fiber to the Home (FTTH) customers such as modem setup (Wired/Wireless connection), account activation (Temporary suspended account), email setup (client/web based email; i.e, Mac Mail, MS Outlook, Window Mail etc), troubleshooting of any internet issues (i.e; unable to connect, unable to surf, slow surfing, modem cannot sync, password reset etc..), Unable to view channel, Video/Audio Quality, Unable to purchase channel, Voice quality, Intermittent drop call, liaise with 2nd level department for on site visit and provide consultancy for any related enquiry.

Handling inbound and outbound calls and emails to provide support to customer on IT technical part such as:-

• Computer troubleshooting
• Internet connection troubleshooting
• Reset password using Active Directory and SAP Application
• Remote assistance through Citrix Neighborhood Program, Stepping Stone
• Create a ticket using USD system, make follow-ups to customer and IS Support Team
• Provide consultancy for any related inquiry.

• Bachelor Science of Information Technology
• Majoring: Industrial Engineering
• CGPA: 2.96

• Diploma in Information Technology
• CGPA: 2.83

• Certificate in Information Technology
• CGPA: 2.00

Sijil Pelajaran Malaysia - SPM

• Grade 2
• Aggregate: 33

Penilaian Menengah Rendah - PMR

• 1A, 2B, 5C

UPSR

• 2A, 1B, 1C