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Marta R
@marta_roca1
IT and Training support
Croacia
Croata, Inglés
Sobre mí
Hello there! :)
If you need an experienced ICT Helpdesk Agent to:
🔸 listen carefully to users and understand their technical issues,
🔸 perform first-level IT support and technical troubleshooting,
🔸 triage, categorize, prioritize, and escalate support requests,
🔸 resolve technical problems using remote support tools,
🔸 manage and document support tickets and solutions,
or
🔸 assist with staff onboarding and technology training,
🔸 create clear and comprehensive guides, SOPs, how-to documentation, and training materials for your team,
I will gladly help you!
Habilidades
Marta R
desconectado •
Revisa mis servicios
Soporte técnico
I will provide remote IT support and troubleshoot technical issues
Experiencia laboral
ICT Help Desk Agent
KING ICT • Tiempo completo
Nov 2022 - Jul 2025 • 2 yrs 8 mos
Processed user applications and technical requests within a service desk environment. Diagnosed and resolved problems using remote control tools. Maintained the Confluence knowledge base. Tested new ticketing systems. Responsible for writing user guides, ticketing system documentation, workflow procedures and IT project summaries. Trained new staff members.
ICT HELP DESK AGENT
CARNET • Tiempo parcial
Apr 2021 - Sep 2022 • 1 yr 5 mos
Technical support to users from different education systems for the online educational services (e-Dnevnik, e-Matica, e-High School Enrollment, e-Kindergarten Enrollment and e-high school student dormitories Enrollment) Answering questions or solving technical problems for clients via telephone or electronically Identify client's needs Providing assistance concerning the use of computer software Creating solutions to problems Providing information about informatization of education in the Republic of Croatia Experience with Customer Relationship Management (CRM) software Experience in ICT ticketing system
