Service Desk Analyst | Burgess Hill | April 2012Acora is an international IT services provider that enables midsize businesses to compete and win in the digital economy. With the primary focus being on outsourced contracts, as Service Desk Analyst, the scope of my role and keytaks include:Supporting complex Infrastructure(s) to a wide range of customers, some of whom have additional hosted services on-site & at data centers.Adhering to ITIL and SOX compliancePrioritising cases effectively, managing customers' expectations and taking into consideration VIP clientsAdopting a proactive approach through monitoring and anticipating problems and responding swiftly to anyPotential issues – enabling us to remain one step ahead of problems before the customer is aware of themEfficiently supporting a broad range of systems, software, printers, PCs, routers, firewalls, virtual environments, Phones, Tablets and networking Infrastructure.Worked with other departments to achieve project delivery deadlines.Recommend and implant changes to client's systems under change management process (RFC).