Information Technology Service Desk Specialist

• Mar 2023 - Present

1. Effectively manages issues through multiple forms of inbound requests including email, help desk, or ticketing systems. 2. Ability to convert technical terms and write how-to instructions for non-technical individuals. 3. Manages and assesses data entry to accurately prioritize and categorize tickets. 4. Analyzes the nature of queries and customer problems to effectively triage tickets within SLA. 5. Ability to understand and diagnose issues to apply quick fixes or capture information to assist escalation and resolution at next level of support team. 6. Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client. 7. Understands and operates according to escalations procedures. Show less