IT Helpdesk Support
dubal
Total years of experience :13 years, 10 Months
• Attend to user concerns and queries and provide resolution
• Record all incidents and requests using the remedy tool
• Assist users with desktop level problems and escalate to concerned departments
• Managing inventory of incoming and outgoing hardware assets (PC’s, Laptops, printers’, etc.)
• Configuring email on outlook and general support
• Configuring network or shared printers on PC’s as required and printer setup.
• Troubleshooting of laptops and PC’s
• Coordinating with external vendors for printer and projector servicing
• Remote Administration for Problem resolution using windows remote assistance tool and Remote Desktop Connection.
• Generate reports for logged data and of assets in inventory for analysis.
• Analysis of frequently received calls and to initiate research of technical solution
• Troubleshooting of DELL laptops and desktops
• Provide technical resolution for problems reported by UK and RSA consumers
• Arrange Service for resolution of hardware problems.
• Sale of warranties and electronic parts as requested and possible upgrade for computers.
• Providing suggestions and escalating issues to designated department for complete resolution of problem
• Remote Desktop Administration for Problem resolution using designated software.
• Documentation of each and every call received on a daily basis.
• Tracking and following up with customer with unique and repetitive problems.