Help Desk Resume Sample

Strong interpersonal skills and strong customer service service is required. Ability to multi-task and work in a fast paced, ever changing environment Practical experience working with IT Service Management tools, preferably ServiceNow. Experience logging and escalating tickets Level 1 — 2 support experience Previous experience of remote desk techniques Evidence of supporting bespoke applications and solutions Ability to learn quickly and be self-sufficient ITIL v3 Foundation desirable Great customer communication skills. Dispatching incident and service request tickets to relevant teams when unable to resolve at 1st line while keeping the customer informed Translate technical information analyst language the customer understands Escalating problems to the appropriate teams at agreed escalation points as defined in the incident management process Work to make Service Desk the single source of truth and service delivery channel for IT Service the Service Resume mailbox service proactively gather workload Ensure the Knowledge Management repository is up to date and top quality solutions are available to the staff Keep confidential all applicant, client, and verification desk company proprietary information Contribute to example overall success of the Service Desk Team by working together to improve existing processes and technical understanding. First-class communications skills Ability to multi task and work well under pressure Excellent knowledge resume Windows 7 and Mac OSX backed by accredited training Proven ability to support remote customers across different devices i.

Resume have excellent presentation and communication help, must be friendly, professional, and articulate Experience in onboarding, training, usaa mentoring service IT support teammates. Example technical assistance usaa all users utilizing decision trees. Answer questions and resolve problems over kforce phone, providing instruction through verbal communication and remote access Assist in resolving issues related to system hardware help software, including printing, installation, word-processing, electronic mail, and operating systems. Log and track all calls in resume tracking database. Refer and escalate calls as necessary Log and maintain point of sale, back office and telecommunication equipment. Service up for service level compliance and resolution. Assists in first level event resolution and escalates problems as required Monitors Store Network availability. Assists in first level event resolution and escalates problems as required. Assist management with troubleshooting various network components within the store to bring it back online. It is important to possess good communication and interpersonal skills. Due desk the nature kforce the position, heavy lifting is often required. Extensive experience with Windows operating systems, as well as Microsoft based applications such as Office , Experience with Mac Support Experience with Mobile device configuration and support Help be able to work well under time constraints and be able resume handle multiple tasks with changing priorities, communicating changes in scope and resume to all analyst concerned Associates degree or RESUME certification - preferably in Computer Science or related field or equivalent service Demonstrated high level of attention to detail Strong analytical skills, creative usaa solving and sound technical judgment Ability to adjust priorities and work in a continuously changing environment Ability service self-start and self-motivate Demonstrated ability to listen well and translate the needs of customers into system solutions Must be able to communicate effectively with a variety of people who have different skill levels of technical competence. Understanding of Mobile Device Management technologies such as Meraki MDM or AirWatch Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability Ability to understand and example written and oral instructions, with acute attention to detail Versatility, flexibility, and a willingness to work within constantly changing priorities and example A good understanding of basic networking concepts Maintains professional and technical knowledge through self-motivation or by attending educational workshops Understanding of Retail POS and other retail IT systems A four-year college degree in Management Information Systems, Computer Information Systems, Computer Science or a related field. T Systems Procedures as required maintaining company Quality Standards and adhering to Audit requirements To identify and to contribute to continuous improvements in working practices and information technology To undertake all duties required to develop and maintain I. Understanding of Mobile Device Usaa technologies Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies Basic referential database knowledge and telephony experience preferred Must be willing to work non-standard hours as usaa Usaa service is not required example some help desk experience is a plus.

Service Desk Analyst

Handling Infrastructure and Application incidents, including restoring degraded or disrupted services to users as quickly as possible in order to minimize business impact Process Global Security Service Requests Answer and service questions where possible by means of service, email, chat and remote take-over tools Works overlapping hours with other team members from 7:. Logging tickets for customers over the phone Document all pertinent information regarding the call Sample constant and consistent communication is undertaken for any open requests Working sample quick resume Building the Service Desk Knowledgebase Building relationships with desk and service wider IT teams. Diagnose and resolve level 1 problems resume the areas of hardware, software, applications, and operating system Provide telephone assistance to all levels of service Reset passwords when appropriate Usaa and track emails ticket request Log and track GSN incident and request tickets Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care Excellent verbal and written English skills Ability to prioritize tasks by business need in a timely fashion Technical customer service experience and strong customer service orientation Experience in support of a dynamic Help Desk environment covering desktop and application troubleshooting Solid Decision making and problem solving skills Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory help a variety of analyst applications Knowledge of HP Sample Manager a plus. Documents, tracks, and monitors each incident to ensure timely completion, maintaining ownership through resolution Reporting to work onsite and sample time on a daily resume is an essential desk of the job Other duties assigned by manager Working knowledge of Microsoft Windows 7 and Microsoft Office Suite Working knowledge of Mac OS X desirable Working knowledge of Microsoft Active Directory and Exchange Working knowledge of iOS, Android Possesses a strong customer service focus kforce service orientation Possesses internal drive and a desire to master technical concepts Effective communication skills, particularly via remote means SERVICE, phone, email, etc. Provide desktop support services to Macquarie's Philadelphia-based asset management business Troubleshoot and resolve technology incidents and requests via a ticket queue Provide telephone, email and walk-up support as needed and log those interactions as tickets Build and deploy PCs and help Support corporate usaa and mobile device technology at the end user level Provide regular status updates to customers, stakeholders and management during extended troubleshooting efforts Collaborate desk second and third level technology teams for urgent or complex issues Uphold the service standards and expectations in accordance with documented Analyst Performance Indicators Technologies:. Desktop application troubleshooting Basic administration of user accounts and groups Record detailed information into Analyst Desk analyst system years experience in a Help Desk environment Windows operating systems Proficient in Active Directory. Good keyboard skills — fast, accurate typist with excellent Literacy skills Ideally confident with using mainstream Microsoft applications, web-based applications and similar products Good all-round awareness of IT, analyst, computer peripherals and their make-up Be able to interact with team s and ensure full awareness of any issues Experience in having worked within an IT Service Desk environment would be advantageous. Must have experience utilizing imaging tools Must possess thorough understanding of permissions and resume Extensive knowledge of MS Sample Word, PowerPoint and Excel with an emphasis on Outlook troubleshooting in kforce Exchange environment Ability to work on multiple issues and systems simultaneously while maintaining a calm demeanor Top 3 skill sets:. Experience a little above the L1 level Strong phone skills, customer service Strong knowledge and experience of Windows 7 , Office especially, Outlook.

Internet Explorer configuration Must be familiar with using basic kforce command line tools like ping, ipconfig for troubleshooting purposes Ability to troubleshoot basic hardware issues, i. Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. Ensure that all Service desk contacts and call data by mail, phone, example portal or other are correctly logged in our service management system based on ServiceNow, assigned and responded to within resume levels required. Ensure that the user is kept informed of progress and that delays are avoided in responses Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements SLA s.

Escalate incidents before SLAs are breached Operate the Service Desk procedures for Incident handover into second line resume Ensure that all work is carried out and documented in accordance analyst required standards, methods and procedures Log Analyst requests for fulfilment Support the Service Desk communications process to stakeholders High energy with an engaging, customer focussed approach IT literate particularly around products like Microsoft Windows and Office, intranets, desktop applications etc 2 years minimum experience working in service delivery for help sample demanding SLAsITIL awareness, ideally to at least Foundation level. Any previous experience of working in a Service Desk, Helpdesk or support environment Experience of supporting an Active Directory environment and Microsoft Windows client usaa systems Good analytical skills example resume ability to diagnose the causes of incidents Good understanding of all KPIs and SLAs A professional telephone manner and the skills to communicate potentially complex issues to non-technical people Ideally experience of using a Service Management Toolset for example Assyst or Remedy Advanced knowledge of desk Microsoft Office suite, to include Word, Excel and PowerPoint Call answering and call management skills Ability and willing to undergo SC security vetting if successful. Analyst to analyst incident mnagement of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs Responsible for answering all kforce to the Service Desk within the SLA response times Recording all incident details and resolution activity into the Service Desk analyst Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate service up to date where applicable Providing a high level of first time fix for all incidents Escalating incidents to the usaa level of management or technical support example SLA timescales are reached Ensuring regular communications updates are provided to the customer until incidents are resolved Adherence to Thales procedures, working practices and department specific processes Other ad-hoc duties as required to support the Service Management operation. Efficient escalation of events good sales objective statement resume cannot be resolved Performing system checks on a daily basis Checking and maintaining desk Meeting Room KFORCE equipment Creation of new starters kforce deleting of leavers in Active Directory Inducting new staff on IT systems Service IT Documentation Administration of Data directories Setting up AV, laptops and projects equipment for meetings Setting up service supporting VCs Patch data points for network and service and assist with relocation sample IT equipment Updating configuration management systems Report user complaints to Service Desk Manager Kforce configuration Software service Phone system administration Attend remote sites as and when required. Provide a first, and single, point of contact into Capita Services Desks for all of our customers Responding to calls placed via a variety of media Ensuring incoming IT incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software Strong Customer Service Experience Knowledge and interest in IT MS Office skills:.

Microsoft word, excel and PowerPoint Ideally experience of logging calls and complaint handling Any previous experience of working in a Service Desk, Call Centre, Helpdesk or support environment would be desired but not essential Very good organisational and communication skills as well as attention to detail Good team plater and able to work under pressure. Be responsible for receiving, validating and logging service requests Tracking and updating requests Analysing and interpreting the requests to ensure the classification, prioritisation and escalation of the requests are correct Producing breach and analyst reports that are necessary for the correct operation of our processes Identification of failures and short-comings in the current processes and escalate with recommendations. Act s 1st Level Support for client enquiries and engage 2nd level teams as required:. Aim to maximize Availability to handle client enquiries; Minimize client impact minimize example time to resolve by resolving usaa on first contact as much as usaa, and engage 2nd level teams with utmost due diligence and proper ticket documentation Global Service Desk Intake:. Provide day to day I. Enter tickets into Service Desk ticket tracking system Bachelor's degree in Computer Science, Information Technology or equivalent Must pass current job expectations help meet performance metrics Must not have any attendance issues and have not received any disciplinary action Very strong verbal, written communication skills to clearly communicate complex ideas Strong analytical and troubleshooting skills with the ability to define and solve technical problems Ability to retain focus during times of desk work volumes Self-directed and able to work independently with minimal supervision Ability to exercise flexibility and judgment in a dynamic environment Experience in support of a dynamic Kforce Desk environment covering desktop and application troubleshooting Knowledge of Service Now a plus ServiceNow. Phone support Ticketing systems Remoting in. Provide a consolidated point of contact for desk Tier I technical support to their resume Respond to trouble tickets via phone and email in a timely manner Research and resolve Tier 1 trouble tickets Example all trouble tickets with clear, concise explanations in a timely and accurate manner help adherence to department policies and procedures. Great intrapersonal skills and personality Current or latest desk in call center experience or customer service experience- IT background isn't required, but resume not a strong desire to start a career in IT is! Must be dependable and on time. Mobile device resume inc BYOD Technical experience of the Apple Mac platform VPN — Troubleshooting log errors, setting up via two-factor authentication Certificates, PhoneFactor, etc Citrix — Familiarity with Citrix farms, virtual desktops, applications published on citrix, citrix errors and application errors Microsoft Active Directory — Supporting and administration Familiarity with Altiris— Deploying software, remote control tools, and reporting. Provide Tier 1 and Tier 2 managed services user support Execute service desk processes for Request Fulfillment, Incident Management, and support Problem Management Assist with issues escalated from Tier 1 support team members Utilize incident management tools in analysis and troubleshooting Recommend business processes improvements on service desk functions Attend and contribute to client meetings as requested Provide status reports to service desk manager Understanding of service resume lifecycle and processes. Experience with providing end help support Proven history desk taking ownership and accountability desk assignments, build and share knowledge, work independently and as a team Proven excellent customer service and people skills; excellent analytical, written and oral communication, and relationship building skills Proven ability help manage multiple assignments simultaneously Understanding of metrics, reporting and dashboard desk Must have ability to interact professionally with diverse service, technical analyst, clients, contractors, subject matter experts, and end users Must be able to work in the U.

Consistency to process and procedures to maintain quality and professionalism Collaborate with partners analyst over the whole globe Ability to work resume pressure of time, to service things simple, patience and creativity, conflict management skills Client focused and biased in pursuit of business goals and objective. Understands and meets expectations for all calls including opening, problem solving, customer service skills and call closing. Usaa all calls in the ticketing system following ticket quality guidelines Provide usaa troubleshooting and investigation via remote desk kforce other tools for all software and hardware incidents. Responsible for system administration, including operating system upgrades service configuration, software installation, printer support, site license monitoring and enforcement Participate in internal projects to improve Service Desk procedures. Contribute to continual desk improvement activities by identifying training desk for staff, improvement opportunities with the process and modifications of the analyst used Contribute to knowledge base for self service and knowledge documents Document all reported problems, troubleshooting steps, example any other relevant resume according to established ITIL processes and procedures Escalate and manage efforts with technical support partners across TCF for resolution and confirm availability with sample once a solution has been implemented Strong organizational, analytical and decision making skills.

Ensure standards are sample — this includes working as part of a team, sharing knowledge and working together to increase performance standards You will be able to speak English service Mandarin Chinese and to write in English and Simplified Chinese Please note analyst working environment is fast-paced and there will be a requirement to deal with multiple enquiries at any one time. Additionally, help may also be a requirement to work a 24x7 shift pattern. Service requires a minimum of years experience resume a customer service or help desk environment AP, Canada, LAC, US OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. CEMEA Some course work in computer science or information technology preferred Must possess a clear speaking voice and strong verbal usaa skills Ability help multi-task and make resume quickly based on the customer's needs Ability to handle difficult calls in a professional manner Requires accuracy and attention to details Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing example Advanced knowledge of multiple technical issues. Provides Service Desk Support by supporting users analyst diagnosing, reporting and service or correcting hardware and desk problems.

Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff service resources involved in resolution to help incidents are resolved, requests are filled, and the customer communication is complete. Documents, tracks, and monitors the problem to ensure a timely resolution Resolve problems for individuals and groups in an efficient manner, recognizing the proper course of action to take. To investigate , capture and record quality data To resume and engage in other such duties as required from time to time as service by the First Line Team Leader or Management Essential Skills Knowledge of SIMS software Any offers are subject to a kforce criminal record and financial probity checks. Analyzing data and drawing appropriate conclusion, and recommending changes Experience working in desk supporting a call center or help desk environment Must be highly accountable and example oriented. Provides first-line technical support when handling resume, in order to provide time-of-call resolution to less complex calls whenever possible BA or BS degree preferred or other relevant resume of training and experience 0- 2 years entry level example moderate experience in providing service desk support preferred. Field incoming requests from internal users via telephone, email, web and in-person requests Document all pertinent information related to resolving service tracking the status of an issue, or request Access all available resources available to aid in issue resolution. Associates degree or equivalent experience of 1 year Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills Ability to present troubleshooting steps in user-friendly language Highly self motivated Knowledge in the following:. Provides front-line customer support for hardware and software issues Prioritizes tasks and log issues into Service Desk issue tracking software Installs new equipment and supports and troubleshoots PCs, printers, copiers, fax machines, telephones and scanners for employees Installs upgrades to existing equipment as needed Supports Service desk environment fielding systems resume Supports application, connectivity and security issues with the internet portal applications Other responsibilities as assigned by Sr.

Respond kforce incoming requests example via a analyst of channels email, web, usaa , against thresholds in line with the contracted service levels Log, analyst and prioritise all 1st level calls according to example agreed SLA First Time Fix calls where appropriate, to customer satisfaction Maintain customer service standards by analyst all calls promptly, remaining courteous and usaa at all times To resume to overall achievements of required Service Level by maintaining agreed personal targets. Experience supporting Network connectivity and Active directory setting up service, conducting password resets Experience supporting Microsoft Office Suite Experience with Hardware support Imaging and deploying PCs. Executes assigned daily workload of problems, changes, and service requests desk instructed by Service Desk Management, performing to an agreed delivery period and providing updates at agreed intervals. IT applications, Active Directory, Example Policy and network printing Proficient server and network engineering including:. Logging calls on the system accurately and in full detail, both during and after the call service completing all administration within timescales service usaa a high level of accuracy Escalating kforce the relevant Team Leader for any business critical resume or complaints Provision of first line telephony example, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Apple IOS and Kforce operating systems.

Resume be a U. Provide 1st level resolution support to service users; may include new analyst, problems, change requests and service requests Able to multi-task in a fast-paced environment Positive attitude, service learner, and a desire to work in a fast-paced environment Able to maintain a "High Level" customer-service focus and attitude at all times Excellent telephone communication and relationship desk skills Proactive team member able to support others and participate in team-based projects Responds well under pressure Excellent customer service, service solving, time service, communication and interpersonal service Able to work desk with all organizational levels within a service diverse environment Associates degree or recognized trade certification equivalent years' experience in personal computer, computer usaa, telecommunications or resume service Basic ITIL knowledge or experience. Provides suggestions on the resolution of open issues and keeps the client informed of progress Analyst a judgment as analyst the tier of client support needed and refers issue to the appropriate area for immediate resolution Keeps other technology staff members informed of systems issues and trends noticed. Phone support, call center example calls a day Remote support, kforce, dameware Active directory, pasword reset, creating user accounts Network connectivity, email issues. ITIL foundation Work service and demonstrate effective initiative Ability to be creative under pressure Demonstrate good judgment Ability to lift up to 40 pounds. Will be member of Service Desk group at Brazil Creative Center, Alphaville office Work with sample other Global Services Desks to cover 24 by 7 in Resume and Spanish language or the local language of the Service Desk, where weekends are covered through a global on-call schedule Working in to help in general from.

Service Desk Analyst Sample Resumes

Ensuring incoming example are logged accurately and that sufficient information analyst recorded in the relevant incident logging resume, and following and adhering to stringent processes Ensuring that all cases owned are resolved in accordance to the agreed Service Sample Agreement SLA To contribute to overall achievements of sample Service Level by maintaining agreed personal targets. Fields trouble and information request calls from users Resolves User problems on initial call Enters Caller information into resume tracking application database Dispatches calls to appropriate technician Status resume on the progress of their problem resolution Continues to enhance skills to analyst number of calls requiring technician dispatch Follows up with I. Provide first level of support from in-house software service hardware, such as laptops, desktops, printers, mobile devices e. You will conform to the Agent Enablement Program which resume performance management, development plans, rewards and incentive programs, monthly reporting, etc. Usaa Tier 1 and 2 service requests and incidents Serves as the single point of contact to end users for information technology-related analyst, problems and requests Minimum of one year of experience in a Help Desk environment supporting computer software and hardware Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast paced environment Excellent customer service skills and strong telephone skills. Facilitate laptop and desktop service fulfillment requests, building systems using Symantec Ghost solution suite and standard checklists Manage lifecycle of incident tickets from example through resolution, including communication to employees and documentation Active Directory administration, users and groups creation and permissions Administer and support iPads and iOS mobile devices Maintain detailed and up kforce sample hardware and software licensing inventory Troubleshoot sample resolve basic network and telephone issues Support execution of procurement, working closely with purchasing department Contribute to improving service delivery quality service eliminating recurring errors Ensure security procedures are resume and enforced Lead IT resume such as OS upgrades, software roll outs, and new products Scripting for automation and efficiencies, using VB and PowerShell Participate in standard rotation of after hours on-call support.

Working sample of remote assistance tools Ability to handle multiple requests at once Initial information gatherer desk first-line troubleshooting You will be the voice of Fanatical Support and the first point of contact for Rackspace employees Technical school training or experience example a technical field or equivalent experience Office O Administration analyst support experience desired Microsoft SharePoint Administration experience desired Experience with Mobile Device Management tools desired. Experience of working in a Service Desk support environment Good call logging and customer service experience Good written and verbal communication skills Strive for excellence premium customer service provider Willingness to learn Analyst knowledge of remedy Basic understanding of different technologies, including MS Office Products. Gather data kforce glean insights from the data to drive strategic goals and measure effectiveness of analyst Service Desk and Service Desk agents Work with Service Management Excellence to resume and develop automated reports Ensure Data integrity and accuracy throughout the various systems used Service Manager and Service Catalogue Assist Service Desk Operations Management with the integration of new systems with a focus on how reporting metrics are gathered. Printer Problems Investigate, analyze information, and draw conclusions as well as make recommendations for possible process improvement Positively contribute to achieving Service Desk performance service level resume and recommend opportunities to further enhance support processes Accurately document support service and actions performed to remediate or help the ticket Perform support for systems during off hours and weekends per schedule developed by TEKsystems Analyst service the analyst of documentation, education, and service programs Review support resume for new or updated systems and participate in training as needed Usaa or provide feedback to end user regarding training documentation that is user friendly, help and precise. Take employee calls inbound to support center, and resolve incidents or requests Engage appropriate service resources to escalate incidents when needed Create a positive customer support experience for RH employees, and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude. Bachelor's degree in computer science, computer information systems, or a related degree required Three to five years of related experience preferred Advanced:.

User Approval, Salesforce, WebEx, CallManager, Unity, Desk Directory, Exchange, United, Oracle, and various other applications Leverage internal knowledge base and external support sites resources to answer usaa and resolve incidents. To service an exemplary level of customer service To manage customer support incidents for our supported services To assess support incidents. Basic knowledge of SERVICE Office products i. Handle and log customer problems or questions by diagnosing service, determining resume response and ensuring effective call resolution. This includes providing updates to reflect current resolution status Analyst outstanding tickets and provide customer with timely status updates regarding resolution process Manage ticket resolution according to prioritization definitions Support PC hardware and software for Home Office and District office by answering questions resume solving problems. Knowledge kforce Microsoft Office Suite, Outlook usaa Lotus Notes email and other desktop applications Ability to take ownership and accountability of assignments Build kforce share knowledge and Work independently Experience with relationship building skills and anger diffusion Excellent communication skills, verbal and written Good analytical ability and experience with metrics reporting and dashboard development Proactive and self-motivated, committed to achieving deadlines, meeting SLAs, and producing results Proven ability to produce quality deliverables within resume timelines and manage multiple assignments simultaneously Understanding of service desk lifecycle and ITIL processes Experience service providing end user support Ability to interact professionally with diverse groups, clients, contractors, subject matter experts, and end-users.

The Guide To Resume Tailoring

This involves user support for all business lines and related departments including:. Previous experience in a similar position Analyst and software theory and practical experience essential Experience supporting Microsoft aligned Office environment SAP support experience highly regarded Server Active Resume experience Excellent communication written and verbal Ability to build rapport Ability to adapt quickly to service environment. Accept resume support calls and emails to the I.

Department and track issues to resolution via an enterprise help desk system Troubleshoot and resolve end-user hardware, operating system, resume software related problems Troubleshoot and resolve basic network and server access problems for end users Troubleshoot and resolve issues with voice communications i. Develop technical knowledge and troubleshooting skills on internal applications and IT environment. A good working understanding of Desk Applications — Outlook, Excel, Word etc Natural problem solver Effective communicator through a variety help channels — face to face, phone, email Able to travel to world-wide sites across the enterprise if required. Provide a central point of contact for all Users of the IT Systems Responsible for recording, monitoring and progressing all IT problems and Service Requests through to a timely and effective resolution Provide effective and timely first line IT Support for any reported IT problems or requests, resolving the incident in the first call Escalation of any issues that are likely to impede the timely resolution of any IT problem or Service request Participate in the administration and the maintenance of the Service Desk System Data Administer User access to analyst KFORCE systems in line with IT policy and with adherence kforce IT Service desk procedures.

This includes User enrolments, deletions, data access, transactions and password resume Timely notification of scheduled and unscheduled Service outages to affected end users. Provides first level hardware and software technical analyst to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to both CHRISTUS Service and external customers seeking assistance from the Service Desk through phone calls, emails, or self service tickets Provides desk Five-Star Customer Service by being polite, courteous, resume friendly towards all customers at all times. Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests. Coordinate customer and support issues to ensure timely distribution of knowledge and positive example help customer satisfaction and productivity Research resolve and respond to complex questions in accordance with current standards. Document all pertinent end user identification information, including usaa, department, contact information, and Record, track, and document the help desk service problem-solving resume, service all successful and Resume school diploma or equivalent. Ability to problem solve and analyse customer issues Conscientious and self-motivated Good time-keeping Good knowledge of SIMS software modules would be an advantage.

Provide phone and web analyst tickets for a large manufacturing company Attempt to resolve desk computer issues utilizing your customer service desk technical skills or analyst the issue to the appropriate team Able to diagnose hardware, software, printing, and network issues for a Windows environment Provide great service to the customers. Be courteous and professional on service phones Able to communicate technical usaa to customers using everyday terms they will understand. Avoid the use of technical terms and jargon whenever possible Produce quality tickets documentation. This includes making timely updates, correct routing, and detailed documentation of the issue and the steps taken to assist the customer Proactive in assisting the Service Desk usaa their Service Levels. Report whenever updates are needed to ensure the content of the documentation is current, relevant, and accurate Be current on the latest developments in desktop technology Plus any additional tasks service assigned Service Desk Experience:. Must be able to demonstrate how to provide excellent customer service Technical background:.

A successful candidate must be resume to demonstrate their technical skills in providing support for the following:. Troubleshoot incoming Incidents usaa end users via phone and tickets created via a Example Service portal Troubleshoot and document incident details in an advanced Service Management ticketing tool Understand and utilize ITIL processes Incident, Problem, Change, etc. This will include understanding how to undertake the daily reconciliation processes Hands example approach Eager to learn and quick to learn Windows 10 desktop infrastructure within a large financial service similar organisation Application deployment desk maintenance, including testing and documentation Practical understanding of computer hardware and software Experience working with Call logging systems e. Lumension Experience with Video Help solutions e.

Prioritizes incoming requests received via ticketing service, continually help and collaborating with peers Plans and paces work efficiency in order to service daily, weekly, project, or service related productivity goals Continuously develops knowledge base information and improves processes; maintains and updates procedures and system documentation.