Service Desk Technical Lead
CurrentLiaise with end users to provide triage for technical issues according to ITIL/6sigma best practices. Acquire and maintain a working knowledge of software programs such as MS Office, IBM Notes, and SAP; environments such as VMware Horizons and Windows virtual servers; hardware components used by end users such as workstation peripherals and internals. Provide information and clarification RE: technical details of client to team, as well as onboarding/training for new team members. Includes performing retroactive correction for mishandled issues and fielding end user complaints. Provide feedback to management team RE: streamlining client experience, including automating tasks.