Joshua Dundun

I’m a Service Desk Representative with 3+ years of experience delivering remote technical support for desktop hardware, software, and telecommunications equipment. I diagnose and resolve moderately complex system, network, and operator issues through inbound queue calls, email, and live chat.

I’m highly focused on measurable service outcomes—CSAT above 97%, ASA under 60 seconds, and TTR under 0.9 days—while keeping the interaction clear, empathetic, and customer-first. I instruct end users on Microsoft products and network/account management tools, accurately track every interaction in client ticketing databases, and escalate issues in line with priority SLAs.

In my recent remote role, I achieved 99% CSAT and resolved 95% of moderately complex incidents within SLA targets. I also cut average ticket resolution time by 30% by identifying recurring end-user issues and building a shared knowledge base, and reduced email backlog by 60% within two months by redesigning ticket triage workflow to deliver status updates within 48 hours.

I’ve managed high inbound workloads—up to 35 daily requests across phone queues, email, web forms, and chat—while maintaining accurate prioritisation, categorisation, and logging. Previously as an IT Help Desk Technician, I supported 100+ end users daily (Tier 1 and Tier 2), improved first-call resolution by 20%, reduced response time by 35%, and delivered a software platform migration with minimal disruption by pre-staging configurations and providing hands-on end-user training.