As a Global IT Service desk professional, I handle multiple tasks, to provide balance on IT services. My role is crucial in maintaining the management productivity with the goal of Service level agreement met scores to the client.
o Perform call handling related to technical and non-technical inquiries. Ensure Average handling time, Response time met to evade IT service penalties.
o Assist on creating knowledge article in Service now platform for the use of troubleshooting purpose and process implementation through service desk guidelines.
o Analyze and dispatch I----------- to specialist and support team groups. If the inquiry needs troubleshooting and can be done BAU Business as usual it will be assigned to Service desk que. If the inquiry is out of scope, it will be dispatch to Level 2, 3 groups.
o Successfully maintained priority 1 and 2 service level agreement within 10mins of response time affecting users worldwide.
o Manage New onboard employees from human resources dept and proceed to create their profile in active directory based on designated Organization unit. Terminate offboarded employees may depend on users’ termination date and time from HR dept before proceeding to disable the profile in Active directory.
o Handle technical and non-technical Inquiries through all Global IT Helpdesk services Call, Chat, Email. Ensure Average handling time, Response time met and successfully deliver high satisfaction rate to evade IT service penalties.
o Deliver knowledge transfer to service desk specialist and provide familiarity to different technical scenarios.
o Assist VIP employees such as Managers, Assistant manager, CEO with high level adept of troubleshooting and handle care required.
Technical Skills
Operating system expertise: Windows 7,XP,10,11
Provisioning & Remote Tools: Active Directory user account onboarding and offboarding, Password reset, Unlock.
Remote tools (TightVNC, Techninline, TeamViewer, Microsoft Teams, Skype, FIXMEIT, AnyDesk, Quick Assist)
POS Systems: SAP access rights, GUI platform troubleshooting
Software & Administration: Software Center troubleshooting (PowerShell reinstallation, application updates), MLDAP and
local administration rights
Networking, Security & Repair: VPN experience (Zscaler, Pulse Secure), BitLocker troubleshooting (set pin, unlock drive)
Command prompt (Rejoin domain, Ping, Tracert, SFC Scan) Network folder (mapping, access)
Cloud & Mobile Management: Microsoft Intune (Entra, Azure, MFA reset), mobile device setup (Android, iOS, Enrollment)
Hardware & Devices: Printer servicing (network drive mapping, driver installation, hardware replacement), antivirus
management (Trend Micro, Symantec)
Communication Tools: Avaya telephone systems, Genesys softphone, Microsoft 365 (Outlook, Word, PowerPoint, OneDrive,
Excel, Sharepoint)
Virtualization: VMware experience (VDI server session reset, application installation)
