Service Desk Technician
Current-Provide help desk / technical support for local and off-site users-Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented-Keep customers informed of progress and status of tickets throughout the resolution-Collaborate with customers and co-workers to diagnose and resolve problems-Manage and monitor problem tickets, analyze incidents and provide support required-Apply diagnostic techniques to identify problem, investigate… Show more -Provide help desk / technical support for local and off-site users-Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented-Keep customers informed of progress and status of tickets throughout the resolution-Collaborate with customers and co-workers to diagnose and resolve problems-Manage and monitor problem tickets, analyze incidents and provide support required-Apply diagnostic techniques to identify problem, investigate cause and recommend solution-Monitor/update data records in the ticketing system-Provide feedback on issues to strengthen content in knowledge base-Document IT requests, record actions, and follow up on deferred actions-Troubleshoot, analyze, resolve, track, escalate and document technical issues-Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps Show less
