Tykeyah Key
Senior Help Desk Support Specialist
- Role
- Senior Help Desk Support Specialist at Raymond James
- Location
- Arlington, TX, US
- LinkedIn followers
- 500 followers
About Tykeyah Key
Dynamic IT Helpdesk Specialist with expertise in ServiceNow and Active Directory…
Experience
Senior Help Desk Support Specialist
Apr 2025 — Present · Memphis, TN, US
Deliver second-line technical support for hardware, software, mobile devices, and network issues in a high-volume contact center environment • Resolve user issues through phone, email, and chat while ensuring first-contact resolution and exceptional customer experience • Assist clients with system access, entitlement forms, and basic software installations • Use knowledge management tools to guide troubleshooting and support efforts • Perform basic diagnostics and troubleshooting of software and hardware connectivity issues • Escalate outages and recurring issues to leadership for broader awareness and resolution • Maintain detailed documentation of all support activities using activity codes • Rotate on-call support responsibilities to provide after-hours assistance • Provide courteous, professional interactions that support a positive internal client experience • Follow standard procedures and service-level agreements to ensure consistent, high-quality support • Participate in ongoing training and development to maintain and expand technical skills • Organize and prioritize daily tasks in alignment with changing business needs • Collaborate with team members to continuously improve service delivery and knowledge sharin
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