Quickly and conscientiously handled incoming communication to the Service Desk including phone calls and e-mail Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed Installed, modified, and repaired hospital software Managed Sentillion Vergence configuration for doctors and nurses hospital wide Trained and working as a Knowledge Management and quality senior analyst Developing key knowledge - centered support process, including integration with incident management and problem management processes Managed site content ensuring pages are organized and professional. Provided workflow capabilities that support organization mission and goals. Identified interdependencies between teams and work closely with peers to introduce new knowledge content development. Conducted and evaluated customer feedback surveys. Prepared Detail oriented management reports. Delivered feedback to agents. Provided customer feedback and internal compliance feedback to management Held a 10 months record of second place most resolved incidents

Adherence to process and procedures to maintain quality and professionalism Requirements Fluent written / spoken English and Polish plus at least one of the following additional languages: German, French, Italian, Spanish Solid experience of supporting an end user environment an advantage Strong Teamwork and communication / information sharing ITIL awareness 

Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources. Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions. Established service by walking callers through new installations and configurations. Improved caller capabilities by providing additional documentation; recommending training courses. Maintained help desk database by entering caller statistics, inquiries, and responses Improved help desk results by recommending changes in information and processing. Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.