IT Helpdesk Analyst
ABDUL LATIF JAMEEL UNITED FINANCE
Total years of experience :0 years, 7 Months
Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and
remote desktop control
* Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through
corrective steps; escalating problems to second level; tracked status of problems and solutions.
* Improved caller capabilities by providing additional documentation; recommending and updating knowledge
base database.
* Adhere the ITIL v3 directives and policies. Achieve AST (Agreed Service Time) and SLA (Service Level
Agreements) targets.