Saquib Sohaib

Information Technology Analyst

Jaguar Land Rover • Full-time

May 2022 - Present • 4 yrs

- 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.

Information Technology Service Desk

MothersonSumi INfotech & Designs Ltd. (MIND) • Full-time

Mar 2020 - Mar 2022 • 2 yrs

Ticket Resolution: I am responsible for troubleshooting and resolving software and hardware issues reported by clients. This includes diagnosing problems, providing solutions, and ensuring that clients are satisfied with the resolution. - Client Communication: I maintain clear and effective communication with clients, providing updates on the status of their support tickets, explaining technical solutions in a non-technical manner, and ensuring that clients are informed throughout the support process. - Ticket Escalation: In cases where issues are beyond my expertise or require specialized attention, I escalate tickets to the appropriate teams or specialists. This involves documenting the issue thoroughly and providing all relevant information to ensure a smooth handover. - Remote Assistance: I use remote desktop tools to assist clients by taking control of their systems when necessary. This allows for real-time problem-solving and minimizes client downtime. - Hardware Support: I handle hardware-related issues, which may involve diagnosing problems, coordinating hardware replacements or repairs, and ensuring that clients' equipment is functioning correctly. - Documentation: I maintain detailed records of all support interactions, including the steps taken to resolve issues, client feedback, and any additional information that might be relevant for future reference. - Timely Response: I ensure that support requests are addressed promptly, adhering to predefined service level agreements (SLAs) to meet clients' expectations for timely assistance. - Quality Assurance: I aim for high-quality support by regularly seeking feedback from clients, analyzing trends in reported issues, and participating in quality assurance processes to improve service delivery.My roles and responsibilities incl

Solutions Engineer

Quatrro • Full-time

Jul 2017 - Mar 2018 • 8 mos

- Provide exceptional technical support for Microsoft Office 365 applications by efficiently handling inbound calls from clients based in the United States. - Expertly create and manage support tickets, ensuring a systematic and organized approach to problem resolution. - Demonstrate a deep commitment to client satisfaction by following up diligently, guiding clients through every step, and ensuring swift issue resolution. - Stay current with the latest updates and developments in Microsoft Office 365 applications to provide up-to-date and accurate assistance. - Collaborate effectively with cross-functional teams to resolve complex technical issues and provide seamless support to clients. - Maintain clear and detailed records of support interactions, troubleshooting steps, and resolutions to enhance future support efforts. - Proactively identify common issues and create resources or guides to empower clients with self-help solutions. - Deliver excellent communication and customer service skills, exhibiting patience and professionalism in every client interaction. - Consistently meet or exceed performance metrics and KPIs related to customer satisfaction, response times, and issue resolution.