WEEK 2 ⛽️

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 Hello, world.



For the second week of internship, I am still trying to get a grip on the Dos & Don'ts when attending the tickets. 

Tuesday, 20th July (7 AM - 4 PM)

  • The view of Zendesk changed from before as previously I used other intern's access and Ilman guided us to create our own view for tickets so it will be easy for us to monitor our tickets.
  • Ilman gave me and the other intern, Ain, some tickets titled "SALESFORCE" which was quite new to us. I had to refer to past tickets regarding this.
  • We were also reminded to update at least internal notes on the action that we have taken or action that we should take.
Wednesday, 21st July (7 AM - 4 PM)
  • Ilman assigned 6 new tickets for us to attend. We were reminded to update all the tickets in our queue
  • There was still issue with the Deliver2me terminal which we still didn't have the solution yet.
  • Ilman also reminded us to escalate to the technical team regarding the "Setel Unknown Error" issue that happened to many stations. 
  • Also reminded by Ilman that if the stations reached us through whatsapp, we won't be able to reply to the stations if exceed 24 hours, need to call them instead for further assist.
Thursday, 22nd July (7 AM - 4 PM)
  • We've been informed regarding the new update in Zendesk, that is the added option for sharing with "TechOps" (technical operations). Usually we just escalate the problem/issue in the Slack channel, and now we should escalate in Zendesk too for faster action.
  • Sent the ORF form and the attendance sheet for this month.
  • Sharmila informed there was a slight change for my roster in which I'll stay in the morning shift and swapping the work day with Ilman.
Friday, 23rd July (7 AM - 4 PM)
  • We were reminded to update our internal notes every day, still trying to make it as a routine to update daily.
  • Follow up with the pending tickets
  • I have a few unattended tickets that can be solved already but I was unsure. 
  • Rechecked and solved the pending tickets
Saturday, 24th July (OFF/REST DAY)

Sunday, 25th July (7 AM - 4 PM)
  • Called some stations to follow up on the past issue
  • Sharmila asked for the blank attendance sheet for checking
That's all for week two! Toodles!!

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