I have more than 9 years of IT & end user support experience accumulated on different service and help desks. I have worked on multiple platforms with multiple applications such as Oracle, SAP, MAINFRAME, Lotus notes, Office365 and Azure to name a few, supporting end users and VIP users across the globe. I am also comfortable with all versions of Windows, working on Windows Server 2016 and Citrix. I am a fast learner. I learned the Dutch language in 6 months to work on an International Dutch technical help desk, supporting a major Dutch bank and Coca Cola Enterprises (UK, Belgium, France, Poland,Sweden and India) with all IT related queries. I have been exposed to the ITIL framework and understand the life cycle of incidents, Problems, procedure for change requests and the importance of SLA. I also have experience in training new stuff and led a team of 8 IT support agents. I am passionate about customer care and giving world class service. I work well under pressure and do not always need supervision.My duties and responsibilities were:Maintain customer service level agreements.Provide prompt, courteous service to all external and internal customers.Assisting clients with general queries, answering customer inquiries/communications as required.Assist any individual contacting the service desk. (Central point of contact)Resolve and remedy customer complaintsLogging and resolving of specified first line support calls.Logging and resolving of specified first line emails.Ensuring updated user information on Call Logging systemLogging and resolution of calls logged to the service desk responsibility area within the agreed SLA times.Ensuring that all calls are routed to the correct responsibility areas. (2nd line or 3rd party resolver)Ensuring that the client receives quality customer service at all times.Alert Support Desk Team Leader of all general issues identified.Alert Support Desk Team Leader with escalated issues or high priority incidents.