Overview
I am an experienced help desk support team member with 3 years of experience in the field. I have provided first line technical support in a variety of work settings and have been a key team member for many helpdesk team projects. In my time at my current company, I have been pivotal as a support member in several implementations, roll-outs of updates and patches and the support and administration of the company Intranet. I am competent and highly qualified in a number of technical areas. I am now looking for new career opportunities in order to get more experience and further advance in my career.
Professional Experience
Help Desk Support Team Member
Anglia Ruskin IT Services, UK
2012 – Present
Job overview:
* Providing 1st line technical support online and over the phone for clients.
* Able to assist with remote technical issues using specialist software.
* Problem solving and troubleshooting events such as the nature of faults and the steps needed to resolve them.
* Creating user accounts and assisting in regular maintenance and technical support delivery of these accounts.
* Able to write up statistical and progress reports for supervising managers.
* Logging and prioritising client and end-user support calls for the 2nd line support team to create an efficient workflow and closing these jobs in a timely fashion.
* Ability to track, report on and monitor all the Help Desk incidents within defined customer service levels.
* Document and maintain the Help Desk’s policies and procedures to ensure efficiency.
* Use remote control software tools to diagnose and resolve faults.
Key skills and competencies:
* Strong communicator and excellent team-player.
* Highly proficient in resolving client queries and troubleshooting issues.
* Strong problem solving skills and ability to work under pressure.
* Understanding of hardware setups and configurations for PCs.
Education
BSc Computer Science – 1st
Anglia Ruskin University 2009 – 2012
3 A Levels: Maths (A), IT (A) Science (A)
The Orchard Sixth Form 2007 – 2009
11 GCSEs: 3 A*s, 3 A’s, 5 B’s
The Orchard Secondary School 2002 – 2007
Qualifications
City and Guilds Professional IT Qualification
References
Available on request
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