Francis Ngigi
Service Desk Technician
- Role
- Service Desk Technician at Floor & Decor
- Location
- Dallas, GA, US
- LinkedIn followers
- 500 followers
About Francis Ngigi
Self-starting, customer-focused, creative professional with 5 years plus experience in…
Experience
Service Desk Technician
Feb 2024 — Present · US
Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in person • Triages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization • Troubleshooting basic Service Desk needs for our stores, distribution centers, and corporate offices • Record, respond to, and resolve all Service Desk inquiries in the ticketing system • Provide end users with timely updates regarding their issues and requests • Follow and document process flows for areas of responsibility • Provide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.) • Provide maintenance to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs, or personally completing the repair • Add, move, and change IT assets in the IT asset inventory database • Assist in management of servers and shared drives • Assist with new store setup and retrofits as required (including wiring, PC configuration, network and phone configuration, etc.) • Complete configuration and setup of laptops, PC’s, cell phones, voice mail, and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion • Identifying and resolving issues with Office 365.
Education
Atlanta Technical College
Certificate
2018 — 2019
Chattahoochee Technical College
Associate of Applied Science Degree
2021 — 2023
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