It Helpdesk Specialist
Current• Provided technical support to the users and clients locally or via VPN connection and ensured proper maintenance of Workstations. • Logged all tickets as well as service requests and collected the required information through an effective incident management system. • Escalated incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timeline manner. • Worked on internal asset management, keeping the track of assets, labelling them, managing, and liaising with external vendors for hardware support. • Supported the internal hardware, software, networks, and other peripherals. • Provided application support by installing operating systems, Microsoft 365, Applications, and other enterprise applications. • Responsible for taking routine backups, emails and server administration, monitoring updates on both server and client machines. • Administrating and managing inter communication site (SharePoint) by integrating Microsoft new features and updating resolutions. • Collaborated with internal stakeholders, vendors, and various departments to resolve high-priority incidents.• Managed customer expectations and created positive experiences in all interactions.• Research and write proposals for implementing and maintaining IT solutions.• Manage projects and coordinate resources to achieve goals within expected timelines.
