Help Desk Analyst
Contract Brookfield — Help Desk Analyst Responsible for answering calls to the Brookfield Helpdesk team line, responding to events, providing 1st line hardware/software support on issues related to Brookfield hosted desktops/laptops Managed, updated, maintained incidents, service requests, and problems using Facet ticketing system Ability to analyze and resolve problems with attention to detail. Used Bomgar remote control to troubleshoot and fix issues. Used Altiris Console to push software and remote into computers Communicated daily with Fiserv associates conducting first level analysis, diagnosis and resolution of operating problems associated with hardware and the interaction of supported software in a LAN environment. Responsible for client satisfactions with the resolution of these problems. Researched, resolved, and responded to questions received via telephone calls and emails in a timely manner in accordance with ETG standards. Attended on-going training to achieve level of technical skill needed to solve more complex problems. Meet the individual customer service call volume and quality expectations. Participated in continuous process improvement in order to improve service, reduce costs, and improve quality. Understood the Desktop Support and ETG support model and organization, learn tools, escalation processes, and documentation standards for events.