Katy Dusarlapudi

· Manage service desk queues and ensure delivery of services as per the SLAs

· Provide technical and logical troubleshooting of software and hardware issues

· Maintain a high degree of customer service for all support queries and adhere to all service management principles

· Monitor and manage communications with the customer relating to the logged calls

· Monitor and manage system alerts

· Manage high priority incidents and escalate to team members

· Perform software updates on Windows and Mac platforms

· Record and maintain customer calls and interactions in the Cherwell ITSM Application

· Produce reports using Lansweeper to check and update device software

· Analyse and resolve security vulnerabilities on all devices, run anti-virus checks

· Respond to malicious attacks and take immediate remedial actions

· Conduct IT induction and onboarding for new employees

· Process inbound and outbound service calls

· Maintain accurate log entries of contact with resolution details and follow up information

· Actively log incidents and service requests using ticketing software

· Act as a single point of contact and manage all customer service requests

· Prioritise and assign service requests to appropriate teams

· Attend to customer inquiries and provide an appropriate technical or operational solution

· Develop knowledge base documentation and provide training when needed

· Ensure adherence to escalation procedures

· Provide quality 2nd Level technical support to Apple Customers via phone and email

· Record and report all calls via the CRM Software, CRU, CS, and client Databases

· Perform diagnosis of technical issues related to each call

· Troubleshoot and perform installation services related to Apple Products including iPhone, iPad, iPod, Mac, Apple TV, and Beats

· Attend to email software issues on Apple devices

· Resolve iTunes issues on Apple and Windows platforms

· Troubleshoot connectivity issues with external devices such as Time Machine, Car Stereos, Printers, and Beats devices

· Provide feedback to first level Technical Agents where appropriate using the client Peer Feedback database and other coaching resources.

· Coordinate with other Apple Internal teams as a part of troubleshooting

· Trigger proactive notification to Engineering teams for “frequently recurring” issues to address these in current and new product releases

· Escalate customer inquiries for unresolved issues to Technical Support Product Specialists for special attention and resolution