Sediqe Unesi Khaneqahi

As a Service Desk Analyst at NRI, working on the Airservices Australia account, my role is divided into two parts:

IT Service Desk responsibilities include:

• Providing Level 1 IT support, managing, and resolving IT tickets
• Coordinating with suppliers for IT hardware and software matters
• Utilizing tools like Active Directory, MIM, and SCM for user management and software deployment
• Contributing to the enhancement of knowledge base within ServiceNow platform and troubleshooting various software and functionalities
• Monitored and responded quickly and effectively to requests received through service desk ticketing system

Airways Service Desk responsibilities include:

• Supporting critical and managed issues related to communications and uptime between communication centres and operational equipment
• Assisting tower, technicians, and operation centres in raising and closing faults in SAP system
• Following up on existing faults to ensure timely resolution
• Managing Airways mailbox to ensure operators are aware of any upcoming changes.

• Incident management and ticket resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.

• Conducted outbound calls to clients to offer appraisals and update real estate data, maintained accurate records and notes of each client interaction in the CoreLogic software system.
• Provided customer service by answering client questions and addressing concerns effectively and efficiently.
• Collaborated with other team members to ensure that sales targets and service level agreements were met, strived to improve customer satisfaction and engagement through proactive communication and problem-solving.
• Managed and updated the CoreLogic database according to the results of each call.

• Delivered a variety of spa services (body treatments, massages, facials, waxing and manicure/pedicure), suggested and promoted retail products or additional services, handled reception and customer service, managed company's social media accounts.

• Provided customer service, handled cashier and money handling, raised purchase orders, screened phone calls.
• Re-booking clients, promoted business and social media advertising.

• Administered payroll, organized corporate events and team building meetings and outings.
• Prepared and updated employment records.
• Administered and processed paperwork related to new hires, job candidates, employment concerns and complaints.
• Managed company's social media accounts.