 HDI
Analyst of the Year 2009
Minaz Jiwa, Worksafe BC, Vancouver, BC Canada
Representing Help Desk BC Local Chapter
Minaz Jiwa, who is a Customer Support Analyst I for Worksafe BC for the past 11
months, is a gifted analyst that not only has exceptional technical skills; he has
the patience, understanding and the people skills that make a great analyst. Minaz
enjoys using his expertise to assist his team mates, his customers and to improve
operational procedures.
The Customer Support Analyst I (CSAI) is responsible for providing first level support
to 3500 internal (WCB employees and affiliates) and external (website and online
application users - e.g. employers and claimants) clients for technology related
problems and questions; assessing severity of problems and elevating problems to
second or third level support as required; recording problems in the support tracking
tool; acting as a single point of contact for all technical support issues to ISD
and clients; coordinating and/or presenting established education courses and seminars;
and assisting with training of entry-level customer support centre staff.
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Team Excellence Award Winners:
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 Internal
Support: TECO Energy
TECO Energy, Inc. is an energy-related holding company based in Tampa, Florida.
In addition to the regulated Florida operations of Tampa Electric and Peoples Gas,
TECO Energy businesses are engaged in coal production in Kentucky and Virginia,
electric power generation and distribution, as well as related businesses in Guatemala.
The TECO Energy Service Desk has a total of 10 desktop support analysts that handle
first-level support, along with an IT service quality analyst, one manager and one
director.
The TECO Energy Service Desk provides support to 5,000 internal customers located
in 34 Florida offices, 5 offices in Kentucky and 2 power plants in Guatemala.
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External Support: Perot Systems
For 20 years, Perot Systems has been providing technology-based business solutions
that build trust by enabling their clients to cultivate growth, streamline operations,
and achieve objectives. They tailor their flexible and collaborative solutions to
meet the specific needs of their clients in healthcare, government, manufacturing,
banking, insurance and other industries. Drawing on deep industry expertise and
a portfolio of interrelated consulting, business process, applications and infrastructure
services, Perot Systems blend strategic design, proven technology and timely delivery
to create effective solutions that maximize returns on IT investment.
Perot Systems’ End User Services Global Service Desk has 300 tier 1 agents across
5 locations: Plano, TX; Bowling Green, KY; Guadalajara, Mexico; Bucharest, Romania;
and Noida, India. They will be expanding within this year to Bangalore, India and
will adding nearly 100 new team members.
These centers can seamlessly integrate Perot’s offshore and onshore capabilities
by load-balancing calls during peak volumes and by routing calls to the most cost-effective
service support associates.
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