日本と海外をつなぐクラウドソーシング

Xerox Inc

IT Helpdesk Analyst

2013/07～ 2016/09

• Responsible for handling inquiries and calls regarding enabling accounts and password resets.
• Ticket creation per identified issue or request using business application ticketing system
• Monitors tickets for Field Tech and department escalations and ensures correct follow up is made and ensures ticket closures
• Escalates servers issues to proper department
• Accomplishes basic IT troubleshooting with users over the phone with regards to Outlook Email set up, .pst folder creation, mapping shared mailbox, setting up and configuring outlook
• Coordinate with other IT groups with regards to IT – Site Desktop Support which cannot be resolved by Service Desk
• Troubleshoot basic network issues, browser issues, proxy settings
• Other Ad Hoc tasks as assigned by the Management