Senior IT Service Desk Support

Overview

Looking for full-time work (8 hours/day)

at $40.00/hour ($7,040.00/month)

Bachelors degree

Last Active

December 29th, 2023 (117 days ago)

Member Since

April 5th, 2018

Profile Description

• Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
• Perform Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software.
• Support and troubleshooting of Windows 10, Windows 7, MS Office 2016 suite and Outlook, OSX El Capitan & above, iOS, Android.
• Networking connectivity knowledge and troubleshooting.
• Installation, configuration, and support of local and LAN printer.
• Knowledge of SCCM, BigFix and PowerShell scripting
• Creates user Mailboxes/Shared Mailboxes, Group Distribution Lists and O365 Migration in MS Exchange both On-Prem and Office 365
• Troubleshooting Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype), VDI, HyperV, VMWare
• Ensures customer happiness by providing timely response and resolution to contacts made from different support channels.
• Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
• Notifies management about reported - or potential - Major Incidents.
• Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
• Formulates and executes a logical diagnostic and resolution plan against non-standard or complex issues
• Reviews non-standard incidents and requests before these are raised to other resolver groups
• Priority handler of VIP calls and tickets
• Extraordinary analytical & customer service skills
• Strong social skills, verbal and written interpersonal skills.
• Ability to communicate with customers, vendors, peers and management via multiple communication channels
• Strong analytical skills and decision-making ability
• Keeps customers dedicatedly updated on the status of their tickets.
• Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.
• Notifies management about reported - or potential - Major Incidents.
• Confirms customer happiness before closing a ticket.
• Continuously learns about new technologies and products supported by the business and dedicatedly shares insights.
• Build new knowledge articles and contribute to activities that keep knowledge base articles up to date.
• Participate on Problem Management activities and Continual Service Improvement projects
• Expertise with Microsoft Active Directory Users and Groups Management
• Meets and exceeds individual performance goals. Top performer Overall Stack Ranking
• Serves as a deputy to the Team Lead and send EOS reports