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Help Desk Support Specialist at Allied Digital Services Limited
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Competencies
Expert in diagnosing and resolving hardware, software, and network issues efficiently.
Proficient in utilizing help desk tools to manage, track, and resolve support tickets.
Skilled in analyzing issues and implementing effective solutions under pressure.
Capable of creating and updating Standard Operating Procedures to optimize support workflows.
Experienced in providing remote technical assistance to diverse users across multiple platforms.
Education
Summary
Experienced Service Desk Analyst skilled in troubleshooting, remote support, and SOP development. Proven ability to enhance support efficiency and minimize downtime in fast-paced environments.
Key Achievements
- Streamlined SOP documentation, improving support efficiency.
- Provided technical assistance, reducing downtime for end-users.
- Supported remote users across diverse platforms, ensuring seamless operations.
- Contributed to knowledge base development, enhancing team problem-solving capabilities.
Experience
VIP Service Desk Analyst L2
Provide technical support to end-users via phone, email, and remote tools., Creation/modification of new or existing SOPs., Creation and termination of employees., Troubleshoot hardware, software, and network issues in a Windows-based environment., Monitor and manage service tickets using ITSM tools, ensuring timely resolution., Collaborate with different support teams for escalations and knowledge sharing.
Service Desk Analyst L2
Delivered frontline support for internal and external clients, reducing downtime., Documented issues and solutions to contribute to internal knowledge base., Supported remote users across multiple time zones.