Justus Agostin Jayabalan

Experience

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  Scicom (MSC) Bhd

  Jul 2011 - Dec 2013

  Technical Support Executive Singtel

  answer in-bound calls from customers in Singapore with regard to their internet service (Dial-up / ADSL / Wireless).Provide prompt and courteous customer service.Escalate and follow up on support requests.Scicom’s Key Differentiating factors are:Extensive vertical domain ExpertiseA Focus on business transformation outsourcing.Commitment to the long-term development of our employees.A Proven and experienced management team.Providing Innovative solutions for evolving business need Show less

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  Aegis BPO Malaysia Sdn Bhd

  Mar 2014 - Oct 2014

  Technical Support Executive

  Technical knowledge IP internetworking (including DNS, proxy server assistance) provide technical assistance to singapore customer for Starhub Home Broadband Product, handling Adsl and Fibre home modems VOIP and INTERNET configuration according to ISP requirements.

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  CSC

  Jan 2015 - Oct 2016

  Service Desk Analyst

  -Act as a L1 and L2 point of contact for phone calls and emails from staff regarding IT issues and queries.-Receiving, logging and managing high priority major incidents calls from internal and external staff via telephone and email-Maintaining an Asset Database and track changes-1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Android, Laptops, PCs and Printers-Experience in Active Directory, Outlook/Lotus Notes, Network and Exchange Console ServerExposure to remote desktop support such as Citrix, RDP, SCCM and VMWare-Experience in configuration & troubleshooting of Windows OS, Office Suites software, PC hardware and handled devices-Escalate unresolved calls to the infrastructure support team-Log all calls in the Service Desk Call Logging system (Service Now and Remedy)-Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner-To maintain a high degree of customer service for all support queries and adhere to all service management principles-Provide basic in-house training in MS Office applications used within the Association (Word,Excel, Outlook, PowerPoint)-Provide stats for the weekly Service Desk report on call trends-Publishing support documentation to assist staff with requests for information & providestaff training if required-Basic Active Directory knowledge. Creating user accounts, reset passwords, create ADM and SADM groupsaccounts etc.-To arrange for external technical support where problems cannot be resolved in house Show less

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  CTC- Global Sdn Bhd

  Jan 2018 - Apr 2018

  Service Desk Analyst

  To record user information, verify and update in the helpdesk system to perform 1st/second level problem troubleshooting via phone to document problems - log all problems and inquiries in the helpdesk system, enter in the ticket detailed description of the problem to prioritize problems – assign the proper category in the helpdesk system to route/escalate calls to appropriate level 2 resolving group as per defined escalation process to monitor, update and close callsExperience in Call System HP Service moduleExperience in First Level support Wintel desktop MS Office and Outlook, Experience in supporting Wintel desktop Working knowledge in Win7 Operating Systemsm and Mcafee Working knowledge in PC hardware good phone communication and interpersonal skills. Show less

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  General Electric Manufacturing Company (GEMAC)

  Aug 2018 - Aug 2019

  Service Desk Specialist

  Essential Responsibilities:Technical Support Specialist responsibilities primary as Chat support/Voice call include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email, text and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.Essential Responsibilities:Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemOwn issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e. g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues and outcomes are properly logged within the ticket management systemPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingDocument technical knowledge in the form of notes and manualsMaintain positive relationships with clientsIdentify and suggest possible improvements on process, procedures and or systems Show less

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  Silverbug Ltd

  Jul 2020 - Apr 2021

  Service Desk Engineer
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  Smith & Nephew

  Sept 2021 - now

  IT Service Desk