Harshkumar Patel Email & Phone Number

Harshkumar Patel is a Service Desk Officer at SA Health. They is proficient in English ,Hindi,Gujarati.

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  Service Desk Officer

  Sa Health

  Aug 2021 - Present - Adelaide, South Australia, Australia

  Provides proactive customer support leading to the resolution of incidents and fulfilment of service requests, through:  Taking responsibility for the users’ service experience and consistently striving to deliver high quality Digital Health SA support. Managing incoming calls and emails in a disciplined and structured manner, exceeding minimum service standards defined by the line manager, and ensuring users are regularly informed on the progress of their incident or request. Providing ICT service desk support for standard desktop applications, and other approved software, leading to high levels of first call resolution of incidents. Effectively managing the escalation of incidents to other sections of Digital Health SA and external service providers, maintaining ownership of the incident until it is resolved and closed. Taking appropriate escalation actions in consultation with the team leader when resolution times fall outside agreed service standards. Ensuring complete documentation of each incident or service request in the call management and knowledge management systems.  Undertaking a range of common user administration and general administrative duties as directed in an accurate and timely manner.Consistently meet or exceed agreed levels of productivity, through:  Ensuring that response time and resolution time objectives and standards are met as defined in agreed Key Performance Indicator’s (KPI’s) including accurate documentation of all activities. Developing a sound understanding of service desk processes, procedures and service level agreements. Developing competence with the tools used to provide and record the helpdesk service including call management, support tools and knowledge management systems. Developing appropriate product, services and business knowledge through a proactive approach to learning about new products, systems and developments in the business. Meeting high-level goals set by line manager