Silpa Kuriakose

Worked with the incident management team to resolve internal issues in the organisation.

• Communicated technical concepts to customers clearly by phone, email and online chat.
• Analysed complex technical information to develop clearly structured and easily transferable documentation.
• Reduced escalation workload and maintained timely feedback to management.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Gave first-line support to customers within agreed Service Line Agreement (SLA).
• Responded to incidents on-site, providing precise time estimations and managing customer expectations.
• Participated in weekly department meetings to provide input on new and technical processes.

• Evaluated internal applications to spot function weaknesses and provide remedial action.
• Responded to ticket requests quickly and helpfully to deliver excellent customer service.
• Monitored new and emerging products to provide technical guidance on upgrades and updates.
• Tested software to assess and verify capabilities in line with business requirements.
• Coordinated communications between staff and technical teams to maintain smooth operations.
• Used in-depth Microsoft applications knowledge to enable smooth rollouts.