Service Desk Analyst
SIDRA
Total years of experience :16 years, 8 Months
Perform technical support and troubleshooting for all desktop, laptop, and PDA systems for issues reported to the service desk
Perform implementation and maintenance for desktop, laptop, and PDA systems to restore maximum uptime and optimal refresh intervals.
Perform desktop and laptop system image management and deployment to ensure efficient system delivery.
Understand and comply with all applicable SLA’s, policies and procedures.
Triage, prioritization and escalation of issues & incidents.
Analyze, document, and escalate critical issues to appropriate support groups.
Proactively review tickets through our Service desk support system.
Work with the vendor support contacts to resolve technical problems with desktop computing equipment and software as required.
Identify improvement opportunities as well as develop new Service desk procedures.
Complete other duties as assigned.
• Providing support in operation, installation, configuration and maintenance of MACs & PCs.
• Undertaking system hardware & software installations, upgrades and changes.
• Developing, installing, administering, and troubleshooting to ensure reliable deployment and operation; which includes: Exchange, SharePoint, File share services, LDAP and Active Directory.
• Assisting, monitoring and contributing in planning, evaluation, integration and installation of hardware, software and related technologies. Provides technical support to other ITS units and WCMC-Q clients.
• Participating in weekly team meetings, discussions of technical and process issues for the team and other knowledge sharing forums such as Issue Tracking System, internal WCMC-Q Wiki and other network based information systems.
• Managing projects including; initiation, workload assignment, prioritization, job sharing, documentation.
• Proactively taking on responsibility for a proper resolution of assigned calls with full ownership of the tasks, being sensitive to operational requirements such as ensuring minimal service interruption. Monitors and coordinates outstanding issues/requests placed in the Issue Tracking System for timely resolution and customer satisfaction.
• User account management. Creation of domain user accounts. Checking logon issues of domain users and enable disable and password reset for the domain user accounts. Setting up of read and write permissions for the users on different servers.
• Studying, learning and keeping abreast of the latest developments in technology. Use initiative and creativity to further enhance user services, and recommend new technology and new services applicable to WCMC-Q infrastructure and progressive growth.
• Other duties as assigned as well.
• Responded to customers needs questions and concerns in an accurate, effective and timely manner with respect to Desktop/Laptops, hardware, software and network related troubleshooting.
• Created trouble tickets, tracked problems through to completion, and documents all findings and resolutions to knowledge database. Troubleshooted and resolved routine help desk requests.
• Delivered and installed systems to end users as required.
• Reported details of all hardware/software items that have been installed and or removed for updating configuration management records.
• Security - Updated client machines with antivirus and security patches.
• Performed maintenance and upgrades of equipment including troubleshooting, operating systems patching, server back up and monitoring.
• Troubleshooted Internet and Intranet related problems and provide solutions, system configuration, hardware and network configuration.
• Migrated data and user accounts as required.
• Domain user account management. Creation of domain user accounts. Checking logon issues of domain users and enable disable and password reset for the domain user accounts. Setting up of read and write permissions for the users on different servers.
• Set up Exchange email accounts for Intranet. Mail configuration support for users in MS-Outlook. Mailbox profile creation in MS-Outlook, PST file creation and recovery, Importing/Exporting PST files. Setting up of client rules for the users, delegation of authority as per the user request and common MS-Outlook troubleshooting.
• Provided administrative support for on various on-going project sites.
•To obtain & refine customer requirements.
•Analyzing the data.
•Translate these requirements into a form suitable for input into the Development Life-Cycle.
•Liaising with the Development Team through to delivery.
•Worked with management to refine goals, designing and implementing cutting-edge user and device interface technologies.
•Programming in PHP, Database Design, Documentation
•Troubleshooting.
* Awarded Trophy for being a Top student in First year - 2002