Greg D. Email & Phone Number

Byron Bay

Desktop support

Lismore

Byron Bay

Provide user support to clients, evaluate needs of clients and make recommendations, roll out hardware, backup and antivirus monitoring and action where required, server, network and client maintenance (SBS 2003, 2008 and 2008 R2), maintain client relationships.

Provide user support for the employees and external clients. Troubleshoot & fix out of warranty hardware, maintain Active Directory, roll out hardware, evaluate software for business use.

Analyzing tickets, data mining, generating reports and graphs and devising solution to reduce the volumes of incidents e.g. one-click solutions, user education etc.

Sydney, Australia

Managing the shifts of help desk agents, coordinating break times and lunches. Assisting and coaching based on my own experience as Help Desk agent. Prioritising incoming work requests and incidents. Liaison with stakeholders in regards to high priority, difficult and escalated incidents.

Sydney, Australia

Provide 1st level support to internal customers via the phone and remote assistance. First call fix support & troubleshooting. Logging prioritising and delegation of incidents and request in bank ticket tracking systems for further support from relevant IT teams (e.g. Onsite, Messaging etc).

Fribourg, Switzerland

Provide 1st and 2nd level support to internal customers via the phone and by remote assist. Troubleshooting & prioritizing incidents and assign them to other support partners for further resolution.