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Help Desk Support
Contacto
Competencias
Demonstrated experience with handling IT support calls from US-based users.
Demonstrated experience with Account unlocks.
Demonstrated experience with password resets.
Demonstrated experience with creating user accounts.
Demonstrated experience with managing distribution lists & security groups.
Educación
Resumen
Help Desk Support open to new opportunities
Experiencia
Help Desk Support
Delivered frontline help desk support for regional and global users through phone, email, and remote tools.. Handled high-volume incident and request tickets, ensuring SLA compliance.. Performed L1 Active Directory tasks including account unlocks, password resets, user provisioning, and group management.. Installed and configured applications, ensuring seamless end-user productivity.. Documented troubleshooting steps and updated the knowledge base for recurring issues.. Collaborated with L2/L3 teams for complex escalations and root cause analysis.. Tracked and reported on incident trends, helping improve processes and reduce repeat issues.. Delivered professional customer service, maintaining high satisfaction scores.. Provided Tier 1 IT support to U.S.-based employees via calls and remote sessions.. Supported workstation setup, software installations, and configuration for new hires.. Resolved login issues, performed password resets, and managed AD account maintenance.
IT Help Desk Technician
Provided Tier 1 IT support and desk side troubleshooting.. Handled U.S. client requests, password resets, and workstation setups.. Maintained accurate service desk records and improved customer satisfaction.. Delivered help desk support for regional and global users.. Managed tickets, documented processes, and collaborated with service desk team.. Monitored industry trends and updated support practices.. Delivered frontline help desk support for regional and global users through phone, email, and remote tools.. Handled high-volume incident and request tickets, ensuring SLA compliance.. Performed L1 Active Directory tasks including account unlocks, password resets, user provisioning, and group management.. Installed and configured applications, ensuring seamless end-user productivity.. Documented troubleshooting steps and updated the knowledge base for recurring issues.. Collaborated with L2/L3 teams for complex escalations and root cause analysis.. Tracked and reported on incident trends, helping improve processes and reduce repeat issues.. Delivered professional customer service, maintaining high satisfaction scores.. Provided Tier 1 IT support to U.S.-based employees via calls and remote sessions.. Supported workstation setup, software installations, and configuration for new hires.. Resolved login issues, performed password resets, and managed AD account maintenance.
IT Help Desk Technician
Maintained accurate service desk records in ticketing tools (ServiceNow/JIRA).. Assisted with remote access troubleshooting (VPN, MFA, Outlook) for global employees.. Improved first-call resolution rate by effectively analyzing issues and providing solutions.. Supported employees with system migrations, upgrades, and patch management.. Troubleshot hardware, software, and network connectivity issues.. Streamlined ticket management workflow, reducing resolution times.. Documented technical solutions and trained end-users on business applications.. Assisted with Microsoft Office 365 support, including Outlook, Teams, and SharePoint.. Monitored and maintained help desk metrics, ensuring alignment with ITIL standards.. Delivered proactive support, conducting preventive maintenance to minimize downtime.. Improved first-call resolution rate by effectively analyzing issues and providing solutions.. Supported employees with system migrations, upgrades, and patch management.. Troubleshot hardware, software, and network connectivity issues.. Streamlined ticket management workflow, reducing resolution times.. Documented technical solutions and trained end-users on business applications.