IT Support & Help Desk agent SDN- software updating at NTT DATA Business Solutions
Lives in Casablanca, Morocco
over 6 months ago

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  • IT Support & Help Desk agent SDN- software updating

    NTT DATA Business Solutions - Casablanca, Morocco

    Customer Service
    May 2017 - Now · 1 year and 8 months

    The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. End-user support requests through multiple ways like telephone, Skype, email and workorder-tool. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge base articles for end users. Perform related duties consistent with the scope and intent of the position.


  • Diploma

    Tourism and Recreation Management - Kortrijk, Belgium

    February 1996 - July 1999

  • Diploma

    SWS School for Economy Business and Languages & Information Technology - Düsseldorf, Germany

    January 1995 - December 1996

  • High School Certificate

    Städtisches Artur-Kutscher-Gymnasium - Düsseldorf, Germany

    September 1982 - June 1994


  • Arabic
    Native or fluent
  • German
    Native or fluent
  • Afrikaans
    Full professional
  • English
    Full professional
  • Dutch
    Professional working
  • French
    Limited working
  • Spanish
    Limited working
Ken Hopstaken
Human resources and Administration at Eurostars Hotels
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Berlin, Germany
Paris, France
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