Masrat Mir
Help Desk Associate
Bangalore
Summary
Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Help Desk Support Coordinator
DXC Technology
Bangalore
08.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
Customer Support Advisor
Udaan
Bangalore
11.2018 - 06.2022
- Answered customer telephone calls & chats promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Generated reports to track performance and analyze trends.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Associate Specialist
On Mobile Global Limited
Bangalore
03.2017 - 12.2017
- Engaged with customers to effectively build rapport and lasting relationships.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Education
Bachelor of Arts - Social Sciences
Amar Sigh Colleage
Jammu & Kashmir, Srinagar 03.2007 - 04.2010
Skills
Technical Support
Accomplishments
- Documented and resolved 'Technical Issue which led to Highest number of NSAT.
Certification
Advance Excel Training - 6 Months
Timeline
Help Desk Support Coordinator
DXC Technology
08.2022 - Current
Customer Support Advisor
Udaan
11.2018 - 06.2022
Advance Excel Training - 6 Months
04-2018
Associate Specialist
On Mobile Global Limited
03.2017 - 12.2017
One Year Diploma in Information Technology
03-2012
Bachelor of Arts - Social Sciences
Amar Sigh Colleage
03.2007 - 04.2010
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