Hi, I’m Samantha. I’m currently working as an IT Service Desk Associate Consultant, where I provide technical support to users through calls, tickets, and remote support.
In my current role, I handle issues such as account access, password and account lockouts, MFA, VPN and network connectivity, Outlook and mailbox concerns, Windows troubleshooting, and other common IT-related issues. I use tools such as ServiceNow for ticket management and remote support tools for troubleshooting.
I also currently serve as an SME for an upcoming project. Since moving to our shared service desk, I’ve gained experience supporting multiple clients and adapting to different environments, processes, and tools. As an SME, I help other agents with troubleshooting, ticket handling, escalation routing, and knowledge-based articles. I’ve also been involved in the transition and preparation for our new project, which is scheduled to go live this month.
I’m now looking for an opportunity where I can continue building on my service desk experience while getting more hands-on technical exposure and growing further in IT support.
