Sarah Andrew-Wani

Service Desk Analyst @Acrisure

Grand Rapids, MI, US

Handles higher priority tickets, VIP issue, and assigned Projects• Assist with Major Incident and Problems for Tier 1.5 support when needed• Goes above and beyond for customer satisfaction ie. top CSAT scores for performance• Aligns as subject matter expert for Support Tier 1.5 ie. Voice, Email, Security, Networking, Datacenter/Cloud• Collaborates with TechOps to diagnosis and resolve outstanding issues• Effectively meets SLAs and Q&A best practices for resolving incidents• Consistent top performer in tickets/task closures for Support• Responds in a timely fashion to AP concerns• Educates End users on Acrisure Technology• Reports Outstanding/Ongoing issues to Manager• Respond to customer issues via phone, email, chat, and within ticketing system.• Maintain communication and status of trouble tickets submitted by clients from initial communications to continued follow-ups.• Ability to communicate technical details to clients of diverse technical background.• Provide documentation based on customer interaction within ticketing system.• Contribute to a growing knowledge base.• Troubleshoot, repair, maintain, install, and manage desktop, laptop, and mobile computing devices.• Troubleshoot, test, and modify computer software.• Basic troubleshooting of local and wide-area networks, phone system, and servers.• Escalate issues that are of higher difficulty to the next tier of support.• Support IT projects that require interaction with customers as needed.• Educate customers on technical topics and Acrisure systems.

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