A highly competent and enthusiastic First Line Support specialist with experience of providing advice and practical assistance to system users via the IT service desk telephone system and remote support software tools. Highly focused with a comprehensive understanding of dealing with 1st line support calls and in-depth knowledge of ITIL processes. Boasting a consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing performance.
Now looking for a suitable position with an ambitious & exciting company.
My day to day tasks included:
- Responsible for answering helpdesk queries via the telephone or the shared email
- Resolving queries on the call where possible or escalate according to the issue or change request
- Accountable for resolving both hardware and software issues
- Tracking, recording and monitoring the helpdesk calls to ensure service levels agreements are met
- Document all software and hardware faults with resolutions
- Diagnosing, fault finding and resolving IT issues using the remote control software tool
- Responsible for setting up new accounts and administrating Microsoft Exchange email account
Years of Experience