IT Service Desk
The Ohio State University
8 2022 - Current
- Sustained professional, knowledgeable and courteous support to Ohio State students, faculty and staff members
- Assigned front desk triage for wide range of issues including account administrations, printer or desktop assistance, building access or ServiceNow ticket creation and escalation support
- Collaborated in organization of events including powerpoint creations, building management, some administration work and researched solutions to technical issues in Page Hall
- Created PDF accessible documents for John Glenn College to ensure classes were attainable to all students.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Volunteered to help with special projects of varying degrees of complexity.
- Assisted coworkers and staff members with special tasks on daily basis.
- Greeted incoming office visitors, answered questions, and directed individuals to office locations.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Enhanced accessibility for disabled students by evaluating and implementing necessary accommodations.
- Streamlined documentation processes, improving organization and accessibility of critical analytical records.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Skilled at working independently and collaboratively in team environment.