Sr. Service Desk Analyst/Mobile Specialist, Stewart Title January 2014-present• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.• Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. • Documents resolutions and updates self-help and staff knowledge bases.• Assists end users with activation, problems and requests for company orders and upgrades mobile devices.• Provides after hours and on-call support as needed.