Help Desk Representative
CurrentOn-boarding and off-boarding staff.Responsible for taking routine backups, emails, and server administration, monitoring updates on both server and client machines.Assisting with the installation, configuration and testing of new hardware, peripherals and software applications.Administrating and managing an inter-communication site (SharePoint) by integrating Microsoft’s new features and updating resolutions and news content.Ensuring all customer inquiries were handled promptly according to established SLAs.Documenting procedures related to help desk processes such as ticketing systems, and call routing protocols.Manage all the customer profiles and accounts in Active Directory, Microsoft Office 365 Admin portal as well as Exchange Admin Portal.Providing technical support to the users and clients locally or via VPN connection and ensuring proper maintenance of Workstations.Following ITIL processes to manage and improve service delivery processes, increase customer satisfaction, and optimize IT resources.Installing and managing operating systems and applications with Azure Endpoint Manager.Logging all tickets as well as service requests and collecting the required information through an effective incident management system.Answering calls, Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support teams promptly.Utilized knowledge base articles effectively when resolving customer queries.Giving end users training on the use of applications and devices.
