Hyder Fatima
Sydney,NSW
Summary
Accomplished Help Desk Supervisor with a proven track record at Maxx Life Insurance, enhancing ticket management and customer service processes. Excelled in technical support and mentoring, significantly improving response times and end-user satisfaction. Expert in software installation and adept at fostering customer education, showcasing a blend of hard and soft skills.
Overview
2
2
years of professional experience
Work History
Help Desk Associate
Lend-Lease
Sydney, NSW
01.2024 - Current
- Streamlined help desk processes for quicker response times to support requests.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
- Engaged service providers and vendors in logging support or service tickets.
- Mentored junior team members in best practices for help desk operations.
Help Desk Supervisor
Maxx Life Insurance
India
01.2022 - 12.2023
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Provided basic end-user troubleshooting and desktop support.
Education
Bachelor of Commerce -
Stanley College
India06.2023
Skills
- Customer Education
- Technical Support
- Report Generation
- Report creation
- Customer Service
- Ticket management
Timeline
Help Desk Associate
Lend-Lease
01.2024 - Current
Help Desk Supervisor
Maxx Life Insurance
01.2022 - 12.2023
Bachelor of Commerce -
Stanley College