Igor Basic
fairy meadow
Summary
Dynamic Desktop Support Officer with a proven track record at the University of Wollongong, excelling in problem resolution and end-user training. Expert in hardware repair and asset management, I fostered strong client relationships, enhancing satisfaction and service quality. Recognized for implementing effective solutions that improved operational efficiency and team morale.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Enthusiastic and customer-focused Support Officer initiates and identifies action and analyzes options to facilitate service improvement. Demonstrates strong information management skills and proficient knowledge of MS/MacOS applications to present information in wide range of formats with excellent attention to detail. Conducts target setting, profiling and performance monitoring to meet priorities of business and customers.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lvl 2, Desktop Support Officer
University Of Wollongong, Northfields Ave
08.2003 - Current
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor's Degree IT And Communications - Business Information Systems And E-Commerce
University of Wollongong
Wollongong, NSW04-2003
Skills
- Software updates
- End-user training
- Hardware repair
- Application support
- Asset management
- Hardware upgrades
- Software installation
- Problem resolution
- Mobile device management
- User account management
- Hardware support
- System configuration
- Escalation management
Accomplishments
- Documented and resolved deployment and testing of outdated specialised labs which led to streamlined deployment for future changes.
Certification
- Certified Microsoft Technician
Languages
English
Full Professional
Serbian
Full Professional
Croatian
Full Professional
Timeline
Lvl 2, Desktop Support Officer
University Of Wollongong, Northfields Ave
08.2003 - Current
Bachelor's Degree IT And Communications - Business Information Systems And E-Commerce
University of Wollongong
Similar Profiles
Ashton MorrisAshton Morris
Student Representative at University Of Wollongong, Northfields Ave - Stand EStudent Representative at University Of Wollongong, Northfields Ave - Stand E
RESHMA SHINGATERESHMA SHINGATE
PhD Student at University Of Wollongong, Northfields Ave - Stand EPhD Student at University Of Wollongong, Northfields Ave - Stand E
Zhenxi ZhangZhenxi Zhang
Software Developer at University Of Wollongong, Northfields Ave - Stand ESoftware Developer at University Of Wollongong, Northfields Ave - Stand E
Lynette FlynnLynette Flynn
Coordinator - Field Service at Komatsu Australia Pty LtdCoordinator - Field Service at Komatsu Australia Pty Ltd