Service Desk Resume

SUMMARY

Confidential is anIT services,consultingand business solutions organization dat delivers real results to global business, ensuring a level of certainty no other firm can match. Confidential offers a consulting - led, integrated portfolio ofIT,BPO,infrastructure,engineeringandassurance services.
This is delivered through its uniqueGlobal Network Delivery Model™, recognized as teh benchmark of excellence in software development. A part of teh Tata group, India’s largest industrial conglomerate, Confidential has over 276,000 of teh world’s best-trained consultants in 44 countries.
Teh company generated consolidated revenues of US $11.6 billion for year ended March 31, 2013 and is listed on teh Confidential and Confidential in India.

PROFESSIONAL EXPERIENCE

Confidential

Service Desk

Responsibilities

Serving as teh first point of contact for customers seeking technical assistance over teh phone or email.
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Record events and problems and their resolution in logs
Knowledge of ITIL and IT Service Management tools.
Write training manuals and train computer users.
Maintain daily performance of computer systems.
Respond to email and/or chat messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Follow up with customers to ensure issue has been resolved.
Pass on any feedback or suggestions by customers to teh appropriate internal team.
Run reports to determine malfunctions dat continue to occur.
Excellent communication skills
Customer-oriented and cool-tempered