Joseph R.
Senior Service Desk Analyst
Open to offersNew to PlatformAbout
Joseph R. is a seasoned Senior Service Desk Analyst currently with HCL Technologies in Taguig, specializing in IT service desk operations and technical support for hardware, software, and network systems. He has demonstrated proficiency in incident management, technical troubleshooting, and collaborating with vendors and third-party providers to resolve technical issues efficiently. At HCL Technologies, Joseph has reduced ticket resolution times and increased first call resolution rates by leveraging his extensive knowledge of company systems and applications. His previous experience at Telus Int'l Phil as Back Office L3 involved handling complex customer inquiries and managing network upgrades with minimal disruption. Earlier at Alorica, he supported users by delivering timely technical solutions, improving customer satisfaction across service channels. Joseph is also adept with ServiceNow, device management, Windows OS, and remote management tools, ensuring optimal IT support in business process outsourcing and technology-focused environments.
Experience
Senior Service Desk Analyst
HCL Technologies · 2023 — PresentAnalyzed problems thoroughly to reduce ticket resolution time, employing effective troubleshooting techniques. Developed partnerships with vendors and third-party providers to accelerate the resolution of hardware and software issues. Enhanced first call resolution rates through a comprehensive understanding of company systems and applications. Reviewed open tickets regularly to ensure timely follow-up actions for successful issue resolution. Diagnosed and troubleshot hardware, software, and network issues while managing high-priority incidents, coordinating resources and communication for swift resolution and minimal operational impact.Back Office L3
Telus Int'l Phil · 2023 — 2023Addressed complex customer inquiries with prompt and professional resolutions, maintaining high customer service standards. Worked alongside other departments to enhance interdepartmental communication and efficiency. Quickly identified and resolved network device issues. Ensured continuity of computer and telephone system services for users and provided support for the setup and configuration of wireless bridge networks. Oversaw network upgrades, migrations, and expansions while reducing disruptions to daily operations.Technical Support Representative
Alorica · 2022 — 2023Provided exceptional customer service by addressing concerns swiftly and offering clear, concise technical solutions. Tackled complex technical problems using effective troubleshooting techniques that improved the user experience. Ensured customer satisfaction through timely and accurate technical support for various software and hardware issues. Articulated technical information in straightforward terms to enhance understanding for non-technical users.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyCavite State University · — — 2022
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