Senior Service Desk Technician
CurrentLeveraging the ServiceNow platform to facilitate quality IT Service Management, including accessing Knowledge Base Articles, previous tickets, and change/problem records to achieve optimal customer-driven results.Providing prompt and efficient support by answering calls on the help desk number, conducting initial incident triage, fulfilling requests, and performing Level 1 to occasional Level 2 troubleshooting of IT incidents. Utilizing Knowledge Base articles and search engines as needed to exhaust Level 1 solutions before escalating to higher teams.Utilizing the CMDB on ServiceNow for asset identification purposes to ensure accurate inventory management.Conducting basic Computer Administration tasks such as password changes, account unlocking, and rights privileges management through Active Directory on Windows Server 2012/2019, with additional usage of Microsoft Azure, InTune, and Exchange Online.Managing Email Administration through Exchange On-Prem and Exchange Online, including the setup and modification of distribution lists, shared mailboxes, meeting rooms, and other resources.Upholding superior customer service standards when handling Help Desk inquiries, ensuring the creation of high-quality tickets and timely escalation to appropriate teams within established SLA expectations.
