Jaipreeth Reddy Gaddam
Blockhouse Bay,AUK
Summary
Dedicated Service desk analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
2
2
years of professional experience
Work History
Service Desk Analyst
Pact Group
02.2023 - 11.2023
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-user.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
Customer Service Representative
Mobil
03.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Diploma - Networks And Systems Administration
International College of Auckland
Auckland, NZ08.2019
Bachelor of Technology - Electronics And Communications Engineering
JNTUH
Hyderabad06.2017
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Network Troubleshooting
- Service Level Agreements
- Technical Support
- Documentation
- Customer Service
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Service Desk Analyst
Pact Group
02.2023 - 11.2023
Customer Service Representative
Mobil
03.2022 - 01.2023
Diploma - Networks And Systems Administration
International College of Auckland
Bachelor of Technology - Electronics And Communications Engineering
JNTUH
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