Sr. Global IT Service Desk Specialist
CWT
Total years of experience :8 years, 5 Months
• First level of support for end users through phone calls, chats, and email
• Probing and identifying the symptom of the issue
• Perform precise and concise troubleshooting
• Accurately recording incidents from callers using Service-Now
• Providing initial triage and incident correlation to determine if a larger issue is occurring and escalating as needed.
• Facilitate new hire onboarding training.
• Administer IT service requests submitted in IT Service Management (ITSM)
• Keep track of service requests by monitoring SLA.
• Keep track of my team’s attendance.
• Maintaining quality of services via chat, calls and ticket grooming.
• Shift lead.
• Subject Matter Expert (Knowledge article creation and maintenance)
• Assisting and validating classification of the incident severity.
• Act as Incident Coordinator (GSD Level- on call)
• Communcate with Major Incident Analyst once an issue is identified as prioty level is high (P1orP2).
• Provide Technical Training or Knowledge transfer to Level one support (GSD Level)
• Coordinate with resolver team (L2/L3) for technical and service alignment.
• Identify changes or updates that may affect production side.
• LAN cables needed for re-modeling of LAN connection and grooming.
• Structured cabling (work station to server).
• Provide technical support for system issues.
• Communicate with our ISP for internet issues.
• Troubleshoot desktop, network and internet issues.
• Daily back-up of system data
• Create user account and group policy via active directory.
• Desktop repair and troubleshooting both hardware and software
• Installation of all office applications and drivers needed to all work stations.
• Data server security and monitoring.
• CCTV installing, monitoring and review
• Create user’s manual for all the software applications managed.
• Conduct user’s training for end user of the system.
• Serve as Business analyst and Systems analyst once deployed onsite.
• Payroll and accounting
• Procurement processes