Siiri Hyttinen Email and Phone Number

Providing customer support for solving IT related questions and problems via phone, chat and email in Finnish, English and Estonian. Troubleshooting system and network problems, diagnosing and solving hardware and software faults and responding to call-outs according to customer SLAs. Analyzing and documenting found solutions as well as updating existing knowledge base articles to further develop service desk’s troubleshooting processes. Prioritizing and managing multiple open cases simultaneously and referring to third parties when appropriate, making sure communication between service providers and the end-user is as clear as possible.

Assisted hospital employees with their IT related questions and problems from general computer use to medical devices and specialist software in Estonian and English. In addition, I documented found solutions, organized the workflow of higher-tier projects through ticketing systems and handled user administration for Office O365, Active Directory and internal databases. Prioritizing service requests and handling multiple cases both on and offsite in a fast-paced and high-stress environment required me to actively assess my skills and resources, learn and react fast, and keep my cool even in the most stressful situations.

Helped customers find and choose products and offered recommendations on specialty goods, such as craft beer and wine. In addition, I managed financial transactions in the shop and assisted with inventory and sales documentations. I also organized and promoted beer and wine tasting events and acted as a sommelier for international visitors.