Nicoleta Iacob

Experience

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  SCC SERVICES ROMANIA

  Dec 2016 - now

  • General knowledge of networking• Log incidents via phone/e-mail or using the Nuvias ITSM tool• Incident logging including categorisation, prioritisation and assignment to the relevant Resolver Groups;• Responsible first line investigation and diagnose, helping customer in gathering the necessary logs; • Monitoring, update & closure of logged Incidents;• Escalate the cases that they cannot resolve to the next support line at Nuvias and then to the vendors • Incident resolution as appropriate;• Updating Nuvias ITSM tool with all the relevant information provided by any stakeholder;• Updating Nuvias ITSM tool with actions and updates as provided by the respective Resolver Groups;• Manage Communication between the Resolver Groups and the customers to agreed SLA/Response times;• End-to-end event management, including third parties, follow-ups and event resolution• Create RMA’s, keep the customer updated with the status of the delivery; make sure the new part is working correctly and the faulty one will be returned as per the contract agreement• Provide notification to the customer regarding all third party event closure details;• Record all third party actions undertaken to resolve all reported failures. Show less ▪ Act as initial point of contact for all end-user support requirements▪ Provide video and audio 1st line support services▪ Incident logging and tracking▪ Attempt to resolve as many incidents as possible at first point of contact offering advice and guidance▪ Provide day-to-day Video Conference session support, including programming call and call monitoring, assist in testing links to authorised external companies, monitor usage and availability of equipment in rooms▪ Record all incidents and Video conference requests within the SCC service desk tool.▪ Monitor mailbox in accordance with SLA’s Show less

  • Team Leader at Nuvias

    Jan 2022 - now

  • 1st Line Engineer (Technical Support) at NUVIAS

    Jun 2018 - Jan 2022

  • VC & Audio Video Support Analyst

    Dec 2016 - Jun 2018