As an experienced Help desk support specialist I am the go-to person for providing technical assistance and support related to computer systems, hardware, and software. I am responsible for answering queries and addressing system and user issues in a timely and professional manner. These are some of the skills I have as an IT Service Desk Agent -Serving as the first point of contact for customers seeking technical assistance over the phone or email -Performing remote troubleshooting through diagnostic technique -Determining the best solution based on the issue and details provided by customers -customer-oriented and patient to deal with difficult customers -Walk the customer through the problem-solving process-=Direct unresolved issues to the next level of support personnel -Provide accurate information on IT products or services -Record events and problems and their resolution in logs -Follow-up and update customer status and information -Pass on any feedback or suggestions by customers to the appropriate internal team -Identify and suggest possible improvements on procedures