Service Desk Specialist

Responsible for daily computer service management and maintenance work to ensure stable and reliable operation of desktop systems. Diagnosed and resolved various hardware, software, and network connection issues for clients, providing first-line support.

Mastered comprehensive hardware and software knowledge. Skillfully diagnosed and resolved issues of different complexity levels. Able to determine if on-site technical support was needed based on issue severity. According to issue severity, liaised with suppliers to arrange on-site repairs. Assisted in on-site repairs to determine hardware faults, replace components, and reinstall systems. Regularly followed up repaired machines for reoccurrence and timely feedback to suppliers. Collected fault data from different business lines to summarize models with high repair rates.

Reported work status and collected customer satisfaction survey results after repairs. Developed good communication and coordination skills through long-term cooperation with suppliers. Mastered efficient techniques to help customers resolve issues. Identified process improvement areas, wrote work manuals and knowledge sharing with team to implement changes.