Senior Service Desk Analyst
CurrentRemote support engineer for Alexander Forbes, Murray Roberts and Medscheme. Troubleshoot Pc Issues (outlook, network problems and installation of softwares) . Manage AD accounts . Creating distribution groups, security groups and shared mailboxes on the exchange management console platform . Grant users full access to shared mailboxes and groups . Create new users and contact users. Right fax manager (creating new and modify old right fax numbers) . Granting users access to VPN.Editing or modify users account. Forwarding of emails to different mailboxes. Setup out of office for users not in the office. Update call logging system using KT and ITIL methodology using ITSM/Service now with professional, meaningful and descriptive communications to the end user. . Ensure the end user understand the solutions to his or her problem before closing the request. . Ensure zero call failures (check for SLA and Ola) . Manage the service Desk mailbox logg and maintain calls.
