I am the point of contact and the Subject Matter Expert across Network Management within the DCC, I have full accountability and responsibility for the full end to end performance process across my service. I am responsible to the Customer Relationship teams to bring insights to Industry and proactively assist in driving actions to conclusion, in order to deliver agreed outcomes. I also assist the ITIL functions such as Incident, Problem and Change Management to deliver the correct conclusion of monitoring and support for my services, drive change through continuous improvements, define and promote best practice, thus setting the standards of appropriate levels of control to manage ‘in day’ performance and trending in a proactive manner.I lead Customers through performance improvements initiatives and technical issues by providing insights, guidance and solutions.

I was responsible for all Changes within the Smart Metering Infrastructure, collaborating between Service Providers and providing updates to Stakeholders. I was responsible for prioritizing Change requests, assessing their impact and I had the responsibility to accept or reject Changes. I also documented and followed the organisations Change Management processes and ITIL principles.

Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.