Information Technology Service Desk Analyst
Southcott Pty Ltd
04.2021 - Current
- Ticket Management and Client Requests: - Efficiently managing client requests: Utilize ManageEngine ZOHO ticketing system to effectively process and manage client requests.This includes tracking, prioritizing, and following up on customer issues to ensure timely resolution
- Professional customer interaction: Handle customer inquiries and suggestions with utmost professionalism and courtesy. This involves understanding their needs, providing accurate information, and ensuring their satisfaction
- Prompt response: Respond promptly to continuous stream of customer calls, aiming to minimize wait times and provide immediate assistance
- Issue escalation: Escalate Level 3 major issues to Sysadmin/Network Engineer for resolution. This includes providing them with detailed information about related issues and coordinating with them until the issue is resolved
- Experience with various Windows Admin tools like AD, print management
- Understanding of Cisco Meraki Dashboard with ability to diagnose and resolve issues related to connectivity, performance, and wireless coverage.
- Knowledge of how to set up and manage Virtual Private Networks (VPNs) for secure remote access
- Team guidance and mentorship: Guide and mentor the Service Desk team to handle requests more effectively. This includes providing them with training, feedback, and support to enhance their skills and performance
- Team encouragement: Encourage the team to come up with suggestions during meetings and actively participate in the discussion of the agenda
- Continuous learning and improvement: Stay updated with the latest technologies and best practices in IT service management.This includes attending relevant training and workshops and applying the learned knowledge to improve service desk operations
- Reporting and documentation: Prepare and maintain reports on service desk performance and customer feedback.This includes documenting all customer interactions and actions taken in the ticketing system for future reference
- Collaboration with other departments: Collaborate with other departments to resolve cross-functional issues.This includes communicating effectively with other teams and coordinating efforts to ensure seamless service delivery
- Quality assurance: Monitor and evaluate the quality of service provided to customers.This includes conducting regular audits, identifying areas for improvement, and implementing necessary changes to enhance service quality
