It Service Desk Analyst
Current• Responsible for carrying out first line support to all internal and external customers of TNA.• Deal with in coming enquiries via telephone, e-mail and walk-ins. • Responsible for investigation a number of IT issues either face to face or remotely.• Carried out reconfiguration of devices onto the TNA BlackBerry server. • Rebuilding and configuring Mobile Devices, Laptops, PCs and Printers.• Responsible for delivering a high level of customer service at all times. •… Show more • Responsible for carrying out first line support to all internal and external customers of TNA.• Deal with in coming enquiries via telephone, e-mail and walk-ins. • Responsible for investigation a number of IT issues either face to face or remotely.• Carried out reconfiguration of devices onto the TNA BlackBerry server. • Rebuilding and configuring Mobile Devices, Laptops, PCs and Printers.• Responsible for delivering a high level of customer service at all times. • Attending regular team meetings and dally scum meeting to share advice and troubleshooting ideas.• Conduct desk visits directly to internal customers for hardware issues. • Assist on training courses to explain and teach the functionality of new platforms and programmes. • Adopt ITIL methodology into daily business practice. • Assisted in a number of system upgrades for all the staff. • Involved in cleaning and maintaining PC hardware equipment. • Ensuring all PCs were protected by carrying out updates of firewall and anti-virus software. • Offering general IT support and advice to all staff. Key Achievements:• Have achieved 70% success rate in solving customer issues. • Worked on the Windows upgrade to Windows 7 operating system in 2012 for approximately 1,000 staff members.• Assisted the desk moves and relocation of PCs to new departments. Show less
