Senior Analyst IT Service Desk & Remote Desktop Support

- Knowledgeable in (GDS) Global Distribution System Tools like Amadeus and Sabre
- Continue to enhance support procedures and workflows.
- Maintain knowledge-base articles and documentation on prevalent concerns and assisting fellow analyst in ticket handling.
- Identify and escalate complicated problems to specialist teams.
- Assists customer by phone and email in creating a ticket for network or technical issues.
- Ensuring customer's tickets regarding technical issues are to be handled by appropriate department.
- Use a ticketing system to document, track, and inform customers on their generated tickets for technical issue.
- providing technical support and assistance to resolve their computer problems related to software and hardware over the phone and chat.
- Perform remote troubleshooting via ----------- and Bomgar remote support using his/her Desktop,laptop or moblie phone Determine the best solution based on the issue and details provided by users.
- Resetting password and Unlocking accounts via passone tools and Active directory or sspr.
- Walk the customer through the problem-solving process.
- Creating tickets and reviewing the tickets via Servicenow.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update users status and information.
- Identify and suggest possible improvements on procedures