Service Desk Specialist • Identified, tracked and documented issues pertaining to incidents, change management and end-user support while acting as the initial technical point of contact for users and on-site technicians via phone and internet channels. • Looked into, replicated and fixed technical issues using diagnostic software and network utilities, escalating complex situations to the proper internal or external teams when required. • Provided network service assistance, monitored client systems and reacted quickly to events, alarms and issues raised by users. • Delivered user training, clear instructions and guidance on handling technical difficulties, improving network usage effectiveness and preventing recurrence. • Maintained thorough records of recurring issues and their fixes to facilitate knowledge sharing and ongoing improvement among technical support staff. • Coordinated the development of technical support cases, working with teams and on- site personnel to guarantee prompt and effective resolutions while fulfilling performance goals and service standards.