Level 2 Service Desk Analyst/Accounts CoordinatorUnisys (September 2015 to current)Responsibilities – Level 2 Service Desk Analyst• Handle telephone calls from the customer in a polite and professional manner • Achieve agreed service levels and key performance indicators• Gain customer agreement on actions recommended/taken • Investigate, diagnose and where possible resolve all tickets raised• Raise tickets in ITSM Tool (remedy) for all new incidents and requests… Show more Level 2 Service Desk Analyst/Accounts CoordinatorUnisys (September 2015 to current)Responsibilities – Level 2 Service Desk Analyst• Handle telephone calls from the customer in a polite and professional manner • Achieve agreed service levels and key performance indicators• Gain customer agreement on actions recommended/taken • Investigate, diagnose and where possible resolve all tickets raised• Raise tickets in ITSM Tool (remedy) for all new incidents and requests and manage those tickets through to completion • Timely escalation of tickets that cannot be resolved within agreed time frames• Update information on open tickets for every related event that occurs • Suggest improvements to Service Desk operations to the Service Desk Team Leader• Write new and update support documentation • Perform training of Level 1 & 2 Service Desk staff Account’s Coordinator• Attend daily meetings regarding Accounts management performance and work with other teams to continually improve the process. • Take part in meetings regarding changes to the on boarding process and suggest possible changes to expedite the process.• Create Policy’s for account provisioning and negotiate with other teams regarding their involvement. • Work with different teams involved in the on boarding process to accommodate the delivery of accounts on time.• Act as Document manager for all new Forms being distributed to the customer for Requests. • Provide customer updates on the status of their New User Requests• Assist in the creation and provisioning of new accounts• Produce documentation based on any changes to the accounts creation process • Train other staff members in the process • Highlight customer training needs to the Service Desk Team Leader Show less

Manage telephone calls and emails from the customer in a polite and professional manner • Provide information/action customer requestsGain customer agreement on actions recommended/taken Achieve agreed service levels and key performance indicatorsRaise tickets in ITSM Tool for all new incidents and requests and manage those tickets through to completion Investigate, diagnose and where possible resolve all tickets raisedUpdate information on open tickets for every related… Show more Manage telephone calls and emails from the customer in a polite and professional manner • Provide information/action customer requestsGain customer agreement on actions recommended/taken Achieve agreed service levels and key performance indicatorsRaise tickets in ITSM Tool for all new incidents and requests and manage those tickets through to completion Investigate, diagnose and where possible resolve all tickets raisedUpdate information on open tickets for every related event that occurs Timely escalation of tickets that cannot be resolved within agreed timeframesIdentify problems and feed them into the Problem Management process Highlight customer training needs to the Service Desk Team LeaderSuggest improvements to Service Desk operations to the Service Desk Team Leader Write new or update support documentationWillingness & ability to share information with Service Desk colleagues Assist in the training/coaching of co-workers from time to timeActive team member - provide feedback to team, provide suggestions for improvements, helpful approach, motivate co-workers, contribute to the meeting of team goals /KPI’s Read and be aware of changes which may cause service disruptions, dailyGeneral administration in relation to the customer service process, as required Tasks and duties assigned by the Service Delivery Manager and/or Service Desk Team Leader from time to time Show less

IT Helpdesk support to staff Logging of all calls using HP Service DeskTelephone and email support to all client Assist in active directory role out Account setup and modification Escalation of key system issuesLevel 1 and 2 problem resolution and redistribution of calls Monitor systems to ensure severity issues are logged and appropriate teams are notified

IT Helpdesk support to staff, Logging of all calls using HP Service Desk,Telephone and email support to all client, Assist in active directory role out, Account setup and modification, Escalation of key system issues,Level 1 and 2 problem resolution and redistribution of calls, Monitor systems to ensure severity issues are logged and appropriate teams are notified

IT Helpdesk support to staff,Telephone support to clients,Logging calls using Heat and Service Centre programs, Software and hardware installation and maintenance,Train new employees in Helpdesk procedures, Microsoft NT account creation, Network Disk Space Planning

IT Helpdesk support to staff Network maintenance and supportDaily system data back up using ArcServe Microsoft Exchange administrationDesktop and laptop set up and distribution Desktop hardware installation and repairsAssist in server installation and set-up Network administration and general housekeepingCompany wide McAfee Virus administration software testing and training Installation of Standard Operating Environment and configuration of user specific… Show more IT Helpdesk support to staff Network maintenance and supportDaily system data back up using ArcServe Microsoft Exchange administrationDesktop and laptop set up and distribution Desktop hardware installation and repairsAssist in server installation and set-up Network administration and general housekeepingCompany wide McAfee Virus administration software testing and training Installation of Standard Operating Environment and configuration of user specific software Show less