Mariel Leyson

Regarding my previous work experience, my first company was Accenture, and we managed Australias largest telecommunications company for 8 years. In my initial role as a data analyst, I handled mobile, switch, and router details for 11 months. Subsequently, I was transferred to the Service Request Team as a Service Desk Analyst for 7 years. Our primary responsibility was to provide mobile and data internet services across Australia. Upon receiving requests via email or dashboard, we promptly acknowledged and processed them, ensuring all tickets were kept up to date.

As the appointed Point of Contact POC, my responsibilities included extracting new tickets from the dashboard and general email, distributing tickets evenly among the team for processing, training new hires on existing processes, maintaining knowledge base articles, performing quality assurance Q&A and jeopardy on tickets to prevent incorrect and missed requests, and sending EOD reports to the onshore SME at EOS.