Patrick Elvambuena

As an IT Service Desk Analyst, I support people through chat, email, and calls. I provide first and second level support, from answering technical questions, guiding users on how to raise a request or follow Quick Reference Guides, resolving hardware and software issues, and educating users on how to spot a potential phishing attack. All of these are being documented in ServiceNow in detail of what was done during our troubleshooting session. I make sure that I get all the necessary information from the user before we can proceed with the troubleshooting steps. And giving them a heads up if an incident needs to be escalated