Kishan Valand

Technical Support Engineer @The Access Group

Loughborough, GB

Solving technical issues, user bugs, errors and technical faults.• Create (log) and update case details • Review, categorize and classify case • Close case management • First response to all support requests through all channels • Perform initial triage of all tickets across all knowledge domains • Determine impact and urgency of the case and prioritize case (includes re- prioritization) • Write knowledge base articles • Escalate defects to appropriate team • Deal with the front-end, user interface problem, application navigation assistance and ‘how to’ queries • Troubleshoot case, account unlock, password reset • Review KB articles on regular basis and attach for customer future reference. Maintain a record of knowledge/solutions within a structured knowledgebase • Escalate or assign unresolved requests and incidents to appropriate senior resource with complete documentation of all actions and steps taken in any attempt to resolve.

Gateway Sixth Form College

College

Beauchamp College

Sixth Form

Rushey Mead School

Secondary School

De Montfort University

Bachelor's degree, Business Administration and Management, General