5+ years’ experience in providing desktop support services, installing hardware and software
modules, setting up accounts in Active Directory and troubleshooting a broad variety of hardware
and software issues. Serve as the first point of contact for customers seeking technical assistance
over the phone or email
 Perform remote troubleshooting through diagnostic techniques and pertinent questions
 Determine the best solution based on the issue and details provided by customers
 Walk the customer through the problem-solving process
 Direct unresolved issues to the next level of support personnel
 Provide accurate information on IT products or services
 Record events and problems and their resolution in logs
 Follow-up and update customer status and information
 Pass on any feedback or suggestions by customers to the appropriate internal team
 Identify and suggest possible improvements on procedures