At my previous role, a user reported that their computer was freezing intermittently. After initial checks, I discovered the issue was due to a corrupted system file. I used the command prompt to replace the file and ran a full system scan to ensure no malware was present. This resolved the freezing issue and improved the system's performance. I also provided the user with tips on how to avoid similar issues in the future, such as regularly updating their antivirus software.

I prioritize tasks based on urgency and impact. Critical issues that affect multiple users or halt business operations are addressed first. For individual user issues, I assess the complexity and time required to resolve them. I also use a ticketing system to track and manage requests efficiently, ensuring that no issue is overlooked and each is resolved within a reasonable timeframe.

I simplify technical jargon into layman's terms and use analogies to explain concepts. For instance, when explaining network issues, I might compare the network to a highway and data packets to cars. This helps users visualize the problem and understand the solution. I also ensure to check for understanding by asking questions and providing clear, step-by-step instructions.

I remain calm and empathetic, acknowledging the user's frustration and assuring them that we will resolve the issue. I listen actively to understand the root cause of their frustration and address it directly. By maintaining a professional and patient demeanor, I build trust and help diffuse the situation, ensuring the user feels heard and supported.

I have extensive experience with various IT ticketing systems, such as Zendesk and ServiceNow. I use these systems to log, prioritize, and track support requests. I ensure that each ticket is assigned a priority level and is resolved within the agreed SLA. I also regularly update tickets with progress notes to keep users informed and maintain transparency.