First Line Support Engineer, Service Desk Expert, CSRFirst Line Support Engineer, Service Desk Expert, CSR
Reiven
ID Verified$400
per month
($2/hour)
Profile Description
I am an IT Service Desk professional with over 4 years of experience providing Level 1 and Level 2 technical support in enterprise environments. I specialize in incident management, Active Directory administration, ServiceNow ticketing, and hardware/software troubleshooting. I have experience supporting users through phone, chat, and email while ensuring SLA compliance and high customer satisfaction. Companies should hire me because I bring strong technical skills, problem-solving ability, and a...
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Virtual Assistance & Admin
Software Development
Work Experience
Service Desk Expert
Weserve System International Inc.
Mar 2023 - Present
Job Responsibilities:
* Delivered Level 2 technical support to users, resolving issues via phone, chat, email, and self-service portal. * Maintained SLA adherence by prioritizing and resolving incidents within target resolution times. * Utilized ServiceNow to manage and escalate tickets, ensuring accurate documentation and timely resolution. * Provide guidance to Level 1 engineers, contributing to improved overall team...
First Line Support Engineer
Atos Information Technology Inc.
Jul 2021 - Mar 2023
Job Responsibilities:
* Served as first point of contact for technical support through multiple channels including calls, emails, and chat. * Diagnosed and resolved hardware/software issues including printer setup, OS errors, and login/access problems. * Logged incidents in ServiceNow and followed up to ensure issue resolution and user satisfaction. * Performed basic user administration using Active Directory including...
Customer Service Representative
Hinduja Global Solutions
Jun 2019 - Jun 2021
Job Responsibilities:
* Verified patient eligibility and processed healthcare benefit claims accurately. * Transitioned into SME role and provided floor support to junior agents, improving quality assurance metrics. * Fostered effective communication and empathy in customer interactions, maintaining high CSAT scores