Andy Conlan Email & Phone Number

Hobart, Tasmania, Australia

Hobart, Tasmania

DXC Technology helps clients harness the power of innovation to thrive on change

Tasmania, Australia

As a Senior Service Desk Analyst, I am required to act as a central point of contact within the Managed Service Desk, providing assistance to customers enabling them to make effective use of available software and hardware.I am responsible for providing high quality first level technical support to our customers by logging, analysing, troubleshooting and resolving incidents. Incidents are received through a high volume of telephone calls and emails. As a Senior Service Desk Analyst, I am required to act as a technical escalation point for my team members and to manage priority incidents to completion. Serve as the first point of contact for both internal and external clients ensuring the highest level of customer servicePerform Acting Team Leader role when required

Hobart

Hobart

Train staff in providing first level support to the business through an innovative service desk model focused on strong internal customer engagement and business-led prioritizationPerformed and assisted Service Centre Staff with full 1st level support to Hydro Tasmania clientsServed as a point of contact between CGI and Hydro Tasmania for escalation of requests required by Service CentreModified the current CGI Hydro Tasmania Knowledge Base for Hydro Internal useTrained staff in the following procedures: User account creation/modification/removal Create and configure Hydro Exchange and Lync accounts Create and modify users in Active Directory/File Structures and Permissions  Deploying software via SCCM Create user accounts in RSA for Offsite Remote Access Train staff in Incident Management Tool, including process flow and escalation of incidents Application and infrastructure troubleshooting

Hydro Tasmania

Effectively managed all hardware troubleshooting and repairs to ensure top productivityResponsible for imaging computers using SCCMClosely monitored all data recovery and backup processes including tape backupProvided comprehensive support for LAN port patchingProperly installed and configured various peripheral equipment and software via SCCM, onsite and remote desktopRetained a friendly and professional attitude when interacting with vendors for warranty claims