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marta_roca1

Marta R

@marta_roca1

IT and Training support

Croatia
Croatian, English
About me
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!... Read more

Skills

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marta_roca1
Marta R
Offline • 

See my services

Technical Support
I will provide remote IT support and troubleshoot technical issues
From$15 / projectMore details

Work experience

KING_ICT

ICT Help Desk Agent

KING ICT • Full-time

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.

CARNET

ICT HELP DESK AGENT

CARNET • Part-time

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