Sana Aziz

Experience

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  Mobiserve Pakistan

  Jun 2021 - Apr 2023

  IT Support Engineer@ China Mobile Pakistan (CMPak)

  Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops, and peripherals. Supporting over 800 users & on average answering 40 IT calls a day.Duties:Providing technical support over the phone to all IT users.Handling incoming incidents via the phone / e-mail promptly and effectively. Diagnosing and resolving a wide range of technical issues over the phone.Take ownership of a call and seeing it through to closure.Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.Ensuring that all call details are captured and entered in the logging software. Updating support documentation.Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.Provide troubleshooting and configuration support for client desktop and networking environment. Show less