Saquib Sohaib

Information Technology Analyst @Tata Consultancy Services

Delhi, IN

My roles and responsibilities include- Ticket Resolution: Provide timely and effective technical support to clients who raise tickets via the self-service portal, addressing issues related to software and hardware- Troubleshooting: Diagnose and resolve software and hardware problems, including system errors, network issues, and application malfunctions- Communication: Maintain clear and professional communication with clients, keeping them informed about the status and progress of their support requests- Documentation: Maintain detailed records of support requests, troubleshooting steps, and solutions provided to build a knowledge base for future reference- Remote Assistance: Offer remote assistance to clients to resolve technical issues, guiding them through solutions or connecting to their systems for direct support- Escalation: Identify and escalate complex issues to higher-level technical teams or vendor support when necessary- Knowledge Sharing: Continuously update your technical knowledge and share best practices with team members to improve overall support capabilities- Software Updates: Assist with software updates, patches, and installations, ensuring that systems are up to date and secure- Quality Assurance: Ensure that all support provided meets quality standards and adheres to service-level agreements (SLAs)- Customer Satisfaction: Strive to exceed client expectations, enhancing customer satisfaction through exceptional technical support- Problem Solving: Analyze recurring technical issues to identify root causes and work on permanent solutions to reduce ticket volume- Compliance: Adhere to company and client-specific policies and procedures, including data security and confidentiality requirements- Team Collaboration: Collaborate with colleagues and cross-functional teams to address complex issues and improve the overall support process.

Maulana Azad National Urdu University, Hyderabad

Diploma, Computer Science