Technical Helpdesk Analyst
ATOS Inc
Total years of experience :7 years, 6 Months
Troubleshoots phone, hardware, software, and network operating problems and involves technical resources to ensure resolution.
Interacts with all of the client’s employees via phone, chat and email to provide technical assistance with various issues like software, hardware, email, internet, printer, printer mapping, vpn, virtual machines, etc.
Analyzes end user’s issue and provides a proper solution in a timely manner
Process all gathered information into a ticketing tool
Applies understanding and knowledge of information systems products and services to assist users.
Identifies, investigates and researches user questions and problems as well as isolating and resolving information system problems.
Coordinates referrals to appropriate technical, professional, or service personnel.
Receives and prioritizes issues and forwards using appropriate escalation procedures.
Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel.
Recommends system or process improvements, including procedures, training, and enhanced documentation.
Works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.
Attends to end-user’s technical concerns and all other inquiries related to Internet connectivity as well as emails.
Diagnose and resolve internet and email issues as accurate and timely as possible.
Logs all necessary information that transpired on the call
Provides technical assistance to users with internet and email issues.
Trained on different LOBs: dsl, cable and wifi
Logs all necessary information that transpired on the call