SDI Qualified Service Desk Analyst with ten years of experience in the Managed Service Provider environment. The years of experience in IT related industry has enabled to develop a strong wo
Experience
2nd Line Service Desk Analyst
Transputec Ltd (MSP)
March 2014 – November 2021
• Maintain and update incidents and service requests in a timely manner as per ITIL process policies.
• Quickly promoted from 1st line to 2nd line team.
• Proactively monitor the incident call queue, identify, isolate and resolve 1st line and 2nd line escalated support issues.
• Work closely with 3rd line teams to increase 1st line and 2nd line fix rate and decrease the numbers of tickets passed from 1st line, 2nd line to 3rd line.
• Manage and setup share folder permission and involved in Office 365 email migration, SharePoint and OneDrive in a virtual environment.
• Deal with Priority 1 and Priority 2 incidents that may arise in the course of duty. Send out communications to clients and senior management using the major incidents template. Monitor progress of resolution and send updates as per SLA agreement.
• Perform regular ticket review, identify any possible missed opportunities, apply the best resolution required accordingly and create or update any related knowledge base article.
• Create and maintained knowledge based articles.
• Lead the service desk team with new client onboarding.
• Provide service desk specific training for new colleague, mentor, coaching and direction.
• Work with peers to develop processes to monitor trends based on service requests, incidents and queries.
• Process IT related request for new starters, leavers and movers.
• Support remote users in accessing corporate resources securely through VPN, Citrix and Termin
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