Desktop Support Resume

SUMMARY:

Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non - technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24x7, candidate must be flexible with possible shifts.

SKILLS:

Remedy Call Tracking System or equivalent

Bomgar Remote Control or equivalent Remote Control software

AVAYA ACD Call Routing System or equivalent

MS Office 2007 and 2010 product suite support, troubleshooting, etc.

Microsoft's XP operating system, basic configuring and troubleshooting

Basic hardware/Printer/Application support, installation & troubleshooting

Mac OS X in a support and troubleshooting role

Office for Mac and/or iWorks

Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.

Parallels/Boot Camp/Fusion or other VM software

Help Desk or other related IT support experience

Basic troubleshooting skills for XP and Mac environment

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Call Center Operations experience Tier 1 phone support
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.
Parallels/Boot Camp/Fusion or other VM software
Help Desk or other related IT support experience
Basic troubleshooting skills for XP and Mac environment

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