Mag. Babak Musa-zada

• Respond to incidents and Service Requests within SLA • Facilitate coordination with product vendors • Contribute to high priority incident and request resolution • Follow the set ITIL Service Management Processes • Basic service request and Verification of alerts

Experience with: Avaya Interaction Center Supervisor, Avaya CMS Supervisor, ServiceNow reports. • Assisting the Team Leader in driving the performance of the desk to ensure that all contractual SLA agreements are met • Provide mentoring, training, and coaching agents and assist with technical queries and process related questions on a on a daily basis • Case Quality Control on the desk • Following up on escalated cases and handling DSAT/CSAT

• Chairing knowledge meetings with knowledge reviewers • Coordinating knowledge initiatives when new or substantial additional knowledge for currently supported applications are presented to the Service desks by the client or suppliers • Coordinating, participating and delivering trainings on new or existing applications • Providing knowledge reports

Experience with: ServiceNow, Active Directory, ITIL processes, MobileIron, VMware, MS Office, MDM Intune • Provide comprehensive guidance and information in IT related issues via phone and e-mail in English and Turkish with using ITIL processes and using Service Now ticketing tool. • Resolution of enquiries and service requests raised by external business customers • Provide new hires with project related trainings

Marketing Management, Digital Marketing, Consumer Behaviour

Tourism, Service Management