Help desk
Resume examples

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

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).

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.

Provided remote technical support and assistance to clients/customers across the country. Responded to queries by email, phone, and chat, offering assistance on configuration, delivery, maintenance, and troubleshooting various computer systems, software, hardware, and other technical components.

• Utilized standard help desk procedures and processes to document and resolve technical issues for end-user requests.
• Assisted with user access, creation, editing, and troubleshooting in Google Workspace and Active Directory.
• Provided expertise to maintain and support various IT systems while adhering to company and department strategies and standards.
• Troubleshot hardware and software problems and made recommendations for upgrades and configurations implementation.
• Tasked with designing and maintaining Document Libraries, SharePoint sites, workflows, and Google applications in support of business practices.

Identify problems and implement solutions with accurate communication to ensure courteous, timely, and effective resolution of customer issues. Ensure compliance with security procedures for data handling.

• Improved first-contact resolution 20% by creating customer handling guide.
• Act as the Tier 1 point of contact for internal and external customers on a busy service desk. Provide thorough triaging of tickets by liaising with other service teams.
• Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
• Participate in planning sessions for process improvement and make recommendations based on experience and past customer interactions.

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.

Provided expertise on numerous IT systems, delivering a high level of customer service and exceptional technical support for end-user software/hardware. Performed analysis, diagnosis, and resolution to a variety of issues, documenting and maintaining an inventory of all computing equipment and purchases.

• Resolved complex issues requiring detailed applications and systems expertise that have been escalated from Tiers 1 to 3.
• Installed microcomputer hardware and software, customized software patches according to specific requirements, and corrected technical issues.
• Worked onsite and remotely to ensure service tickets, diagnostic programs, and isolation problems are adequately addressed and fixed promptly.
• Reviewed and addressed recurring or escalated issues by bringing technical cost-effective solutions to company executives.
• Configured, deployed, troubleshooted, and resolved issues to software and hardware, peripheral devices, and networks.

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 supervision of a 5 man team to ensure the quality of remote customer support.

• Delivered premium remote assistance to users to resolve technical issues on software and hardware
• Managed on-boarding processes and new recruits training on in-house techniques and third-party applications to ensure adherence to service standards.
• Managed workflows and delegated tasks to help desk support associates under personal supervision to ensure attainment of defined goals.
• Worked with HR to develop standard operation policies and procedures for routine systems management tasks and effective user training manuals.