Help Desk Support
February 2014 — August 2014
Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Uses advanced troubleshooting skills.
Courteously obtain and convey concise problem information for external and internal service personnel.
Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
Escalate problems as appropriate following HD procedures.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
Utilizes superior customer service skills.
Solve problems on Windows and Macintosh platforms with equal proficiency.
Perform HD expeditor functions as assigned.