IT Service Desk | IT Technical Support | IT Help Desk

I worked with Ecolab as an IT Service Desk Specialist for 8 years, a Quality Analyst for 2 years, and an I----------- Coordinator for 2 years.
IT Help Center/Service Desk (SME)
We helped our users/clients reset their system passwords for SAP, AS400, Mainframe, JDEdwards, Sharepoint, and Active Directory.
- We provided a resolution on hardware or software computer/mobile concerns.
- Provide troubleshooting steps and hardware dispatch.
- Fixing error messages on their platform or applications that they are using.
- Software installation is done using the Company Portal and Software Center SCCM.
- Help the users/clients to set up, connect to, or fix their VPN.
- We assisted the users on how to submit their requests for software, hardware, and access requests.
- Answered escalation concerns of clients
- Reported Major Outages to the support team to minimize the loss or downtime.
- Provides/answers new IT Help Center/Service Desk and uses it as an intervention.
- Answered supervisor/manager call.
- Sending an email notification to the whole team or clients when there are critical or new updates that need an urgent change.
Quality Analyst:
- Listened to calls and reviewed the specialist provide resolution and quality on the ticket.
- Provide feedback or commendation to the coaches/supervisor and agents.
- Sent emails or presented our weekly, monthly, quarterly, and annual QA reports to the clients about the progress or to help on how we can improve the customer satisfaction and quality of handling the tickets.
- I sent knowledge requests and recommendations to clients. These are requests on how to improve the knowledge database/articles that were used.
I----------- Coordinator:
- Analyse and gather data on the Phone and Non-Phone tickets
- Sent or presented business analysis reports to the clients and the whole team based on how we can improve on tickets.
- Created a project on how to improve ticket dispatching and aging tickets.