Senior Service Desk Analyst
June 2013 — Present
Working as part of a team, supporting the Helpdesk daily protocol, logging contacts in Sostenuto (call logged system), fixing a high percentage of calls (65% +). Issues that cannot be resolved are then allocated to the 2nd line support team. Additionally I am the technical lead within the team supporting other members of the team technically as well as dealing with more technically challenging work. I also stand in for the Helpdesk Manager when required.
Dimensions of the role:
Incident Management – the logging, resolution and escalation of user based technical issues relating to all hardware, software, systems and services deployed across the group.
Request Fulfilment - the logging, resolution and escalation of user based Service Requests relating to all hardware, software, systems and services deployed across the group.
Major Incident Management – Ensuring Major Incidents are flagged up accordingly and related incidents assigned to them where required.
-Stand in for the Help Desk Manager when needed
-Produce the daily reporting for the IT Helpdesk
-Provide a technical escalation point for other team members.
-Monitor the quality of SDA work and produce reports accordingly for use by management
-Hold technical 121 meetings with Team members where needed
-Ensure Knowledgebase systems are updated and accurate
-Queue management to ensure volumes remain within agreed limits.
-Carry out all of the duties of a Helpdesk Analyst.