Help desk support
Resume examples

Interactive technical support position requiring sharp problem solving and communication skills.

• Liaised with colleagues to provide comprehensive support to user on both hardware and software issues.
• Provided prompt responses and solutions to incoming inquiries and reported issues.
• Routinely delivered detailed reports to supervisors on the status of all technical issues and assigned projects.
• Provided ample support in during installations and testing of company systems to ensure quality performance.

Ensure customer service is timely and accurate on a daily basis by recruiting, training, and supporting a highly efficient and effective team of help desk representatives and technicians. Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints.

• Improved production and efficiency by delegating staff to specific roles.
• Manage the help desk team and evaluate performance to create innovative recommendations.
• Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.
• Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.
• Develop and oversee the team's knowledge base and ensure top quality solutions are available to the staff.
• Advise management on situations that may require additional client support or escalation.