It Helpdesk at Stefanini IT Solutions 2007 - 2009 Accomplishments and Experience 0 Diagnose And Resolve Incidents Using Documented Procedures To Perform Responsibilities 0 Experience In Communicating With Customer/Client Through The Telephone 0 Identify Customer Needs And Help Customers Use Specific Features 0 Receive And Prioritise Issues And Forwards Using Escalation Procedures 0 Respond To Customer Queries In A Timely And Accurate Way 0 Serve As The First Point Of Contact For Customers Seeking Technical Assistance Over The Phone Or Email 0 Troubleshoot Through Phone Hardware And Software And Engage Technical Resources 0 Update Our Internal Databases With Information About Technical Issues And Useful Discussions With Customers