Help Desk Technician
CurrentIdentify, diagnose, and resolve computer related issues for corporate and store employees, providing frontline service for all incoming requests.Field necessary requests to the Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.Evaluate documented resolutions and analyze trends for ways to prevent future problems; alerting Help Desk Tech II’s when potential trends in incidents arise.Record, track and document the Support Center request problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.Assist in software releases and roll-outs according to Change Management best practices.Troubleshoot issues utilizing the following tools; software updates, drivers, knowledge based documents, FAQ resources on the Internet/Intranet, and diagnostic tools.Reinforce SLAs to manage end-user expectations.
