The USEZER Employee Spotlight series features the team at USEZER to share perspective on the working culture, value proposition and life at USEZER. The series provides employees an opportunity to share their perspective on work, their passions and their impact on USEZER and our clients. It’s a way for social media followers to get to know our employees and delve into their experiences. In this article we feature Javed Branudeen, a Service Desk Analyst at USEZER.

Briefly describe your career so far..

Started off as a Customer Service Executive and then a Support analyst a year down the line. Interacted and built strong relationships with the employees and customers. Improved on my technical knowledge by completing a couple of certifications in Hardware Engineering/Networking. Additionally finished up a course in Google IT support.

Later took that experience and moved into a Service Desk Analyst role implementing Queue Management and Quality Assurance programs to up skill and further improve quality value of service of my teammates resulting happy customers under USEZER and further strengthening relationships.

What are you most proud of in your career?

The fact of how much I have grown into my job role and taken on more responsibilities and commitments to help me further improve and also the self-confidence I have gained as opposed to the person I was about 3 years back. Additionally, strategizing, designing, and implementing processes. Later improving on the processes to maximize efficiency in operations.

What’s your role at USEZER and what do you like about your role?

I serve as the first point of contact to our client base. My job role involves customer interaction to assist them in reaching out to a support person and also walk them through the problem-solving process, reporting to the customer management forum on processes and progress of client problem resolutions, recording work tasks and resolutions in the system and constant following up and updating the customers. I also ensure that SLAs and OLAs are met in a timely manner.What I like about my role is that I am not limited to one specific task and that I get to interact actively with the client and build my relationship with them.

What motivated you to join USEZER?

I love the organization culture, management style, flexibility, and the ability to work from home.

Tell us about how you approach creating value for USEZER clients..

  • Understanding customer pain points. Identifying weaknesses and Improvements.
  • Emphasize on Quality of the service.
  • Providing best customer support.
  • Making the customers feel valued and always going the extra mile.

What new skills have you developed after joining USEZER?

  • Diverse Reporting
  • Enhanced Customer Service and Relations
  • Documenting and Initiating Processes
  • Training of staff members on processes
  • Analytical skills

How would you describe a ‘good day’ at work?

My perfect workday is one where I feel great on the job. Starting off the day identifying what the team and I could do better in terms of serving our customers and supporting my colleagues throughout the day. Additionally, getting involved and working close with the customer side as well.

What do you like to do when you have some extra time on your hands?

I research and study on how I can further improve on my skills at hand. Further looking into completing ITIL certification and starting my BSc.

What piece of advice would you give to your younger self?

Do It! Give yourself a chance, no matter how slim in succeeding. At worst, you experience failing. And any experience is better than none.

What’s one thing on your bucket list?

Since I’m an Arsenal fan I would love to visit the Emirates stadium and experience a game of football

About USEZER

USEZER is an Australian Managed IT Services provider with service coverage in Australia, New Zealand and the United States. We are a one-stop destination for all your IT Management Requirements. From complete management of IT systems and users, to additional support for in-house IT teams, we offer a range of comprehensive services that will enable businesses reach the next level through technology.

Our services include a fully functional 24/7 operational service desk, Cyber Security, IT Procurement, IT Infrastructure Management, Data Backup, Project Management, Systems Assurance, IT Consulting and more. USEZER delivers cutting-edge, simplified IT solutions through our highly skilled team and flexible engagement models. USEZER has experience in serving both large enterprise clients with high user counts and small businesses with unique needs. For more information, visit www.usezer.com.au