service desk
global future wide software technologies
مجموع سنوات الخبرة :5 years, 9 أشهر
Research and identify solutions to software and hardware issues.
Implementing ITIL standards process (Service operation) Logging all relevant incident/service request details, allocating categorization and prioritization codes in CRM Remedy ticketing system.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Maintain jovial relationships with clients.
Installing and configuring computer hardware, software, systems & networks
Responding in a timely manner to service issues and requests.
Providing technical support across the company (in person or via phone)
Setting up accounts for new users.
Repairing and replacing equipment as necessary.
Offsite support of internal/external costumer configuration and deployments as required.
Escalation of support tickets.
Testing new technology.
Providing fast and useful technical assistance on different type of Mobile Phone, Modems & Wifi-Rowters in the countries for different people and companies.
Manage large amounts of inbound and outbound calls approx. 150 calls per shift and log them CRM Remedy ticketing system Setting up, configure a wireless routers and access points and solve its problems.
Implementing ITIL standards process (Service operation) Logging all relevant incident/service request details, allocating categorization and prioritization codes in CRM Remedy ticketing system.
Providing first-line investigation and diagnosis.
Resolving incidents/service requests when first contacted whenever possible.
Escalating incidents/service requests that they cannot resolve within agreed timescales.
Closing all resolved incidents, requests and other calls.