Adv Analyst, Infra Cx
CurrentAs a key member of the Service Desk, I currently play an important role in supporting business partners and maintaining a secure environment – as the gate keeper of access at the front line! Working as part of a supportive and high performing team, we answer incoming phone calls, chat and email support as well as more technical offline work which allows me to continue to grow my technical experience and toolset.Currently Responsible For:- Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner- Monitors outstanding tickets, collaborating often with the global team- Utilize group chat channels in Microsoft Office products to escalate trends with our global stability colleagues- Logging all phone calls received in ServiceNow under the appropriate application or device to allow for proper tracking and reporting- Other than providing support via incoming calls, able to prioritize monitoring chat queues, shared mailbox’s, shared voicemail mailbox- Follow security verification processes to ensure safety and security data and access in our environment- Stay on top of current developments and trends in information technology through networking, continuing education and industry/technology publications
