Help desk technician
Resume examples

Log all received issues into proprietary help desk ticketing system, classifying and prioritizing incidents with excellent written communication for other technicians to respond to. Use sound judgement to identify trends, anticipate customer needs, and determine when to escalate incidents.

• Developed 14 knowledge articles to reduce customer frustration and decrease resolution time.
• Provide technical and functional support, resolving 90% of tickets during first contact.
• Receive and respond to calls, emails, live chats, and web inquiries from system users.
• Collaborate with Tier 2 support to enhance knowledge and improve service level agreements (SLA).

Technical support position requiring a blend of customer service and technical skills in the daily execution of duties.

• Maintained up-to-date knowledge of all company products and services to better assist customers in resolving their technical issues.
• Continuously read technical manuals on company’s latest hardware products to understand technical components and deliver comprehensive installation and repair support as needed.
• Responded to all customer enquiries and escalated specific problems to the designated specialist.
• Documented technical resolution processes and workflows for future references.

Complex role requiring comprehensive knowledge of technical components to deliver effective and prompt solutions to ensure customer satisfaction.

• Performed diagnostic assessments hardware and system performance to identify issues and ensure effective resolution.
• Routinely evaluated department operational policies and procedures to find bottlenecks and suggest improvements to upper management.
• Trained new recruits on standard technical support process to ensure the accurate documentation and delivery of technical support services to customers.
• Kept abreast of all projects within assigned team and provide routine progress reports to department head to streamline workflows and define performance goals.