• Providing remote support for Government Customers• Managing and carrying out customer incidents and requests• Using a wide range of tools to perform First & Second Level Checks• Communicating through phone and emails, teams meetings and face to face interactions• Providing technical troubleshooting to clients• Good knowledge of Remedy and Service Now modules• Liaising with external contractors, service provider groups and coordinating Projects• Good understanding and experience working with ITIL principles• To discover and document process and procedures which need to be published to the team or on the Knowledge base

1st Level telephone contact support.Deliver consistently high levels of customer service.Consistent achievement of First Contact Resolution performance metric.Accurate documentation of calls and cases.Manage time and workload to meet predetermined service levels.Maintain data accuracy in Service Centre through contact validation.Follow up Service Centre/BMC Remedy cases and requests to completion.Provide clients with problem reference numbers and request numbers.Understanding of various media sources that interface with the Service Desk.Support multiple clients through customer service professionalism and insight.To become multi-skilled as workload changes occur within the Service Centre.To be able to champion, implement or support change.Identify process efficiencies within the Service Centre and to take corrective action to implement changeTo discover and document process and procedures which need to be published to the team or on the Knowledgebase.Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.

In IT tutor role I was teaching Network Infrastructure Design, How to setup a network with full configuration and Cisco Packet Tracer Wireless subject to level 7 IT Networking students .In Mentor role I was preparing Level 6 and 7 Computer Networking students for Microsoft Fundamental Certification (MTA). In IT Business I was teaching basic knowledge and information about networking like Routers, Switches, LAN, MAN, WAN, VPN, Security, Firewall, OSI Model etc, and Microsoft, Powerpoint, Office, Excel, Word to level 5 Business students.

Understanding help desk priorities and objectives and taking an active role inaccomplishing these objectives.Desktop/Laptop Software deployment User account administration.System administration and User Support