Managing emails and web based ticket queues. Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue. Web based ticket are submitted for non-critical requests/problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution. Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed. Provide Microsoft Active Directory support services for end-user management. Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates -----------calate high priority, high impact issues to the internal support -----------et or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time. Anticipates customer needs and proactively identifies solutions.
