Help Desk Specialist

Stämm Biotech ( 2023 - 2024 )

Focus: Incident Management & IT Operations

Managed the IT support lifecycle within a biotech environment, ensuring operational continuity. Acted as the first line of defense for technical issues, focusing on efficient triage, documentation, and resolution.

Key Responsibilities:

Incident Triage: Channeled and analyzed incoming support tickets to determine severity and scope, ensuring valid prioritization for the technical team.

Resolution & Delegation: Diagnosed hardware/software issues directly or escalated complex incidents to specialized teams, ensuring accurate hand-offs and issue tracking.