Service Desk Analyst

• Apr 2019 - Present

Senior Service Desk Analyst

• Jul 2016 - Mar 2019

•Technical and process escalation point for Service Desk Operators.•Handle escalations, working closely with other IT teams within the organisation.•Provide support by logging, investigating, monitoring, resolving and closure of reported incidents and requests, meeting all SLA's and achieving customer satisfaction. •Train, supervise and mentor new and existing Service Desk staff in their day to day activities.•Monitor and review the performance of individual operators as well as the whole team.•Identify continuous improvement opportunities and assist in their development and implementation.•Assist Team Leader in the staff Performance Management Process.•Represent Service Desk on project related activities e.g. new business acquisition and new user setup.•Work closely with other teams in IT to prepare for any changes that may impact the service desk with a high volume of calls and emails. •Knowledge Base Article author, reviewer and approver on behalf of the Service Desk.•Notify Team Leader of any call trends that may assist in Incident and/or Problem Management.• Create and update Standard Operating Procedures, processes and other documentation.•User account creation and administration (User Manager, LDAP, Exchange etc)•Provide assistance in the transitioning of new and existing processes. Onboarding new application support and developing support processes adhering to the organizational standards and policies, along with liaising with business partners and support teams to streamline support processes.•Familiarity and adherence to core ITIL Processes employed at Toll while delivering IT services to Toll Businesses.• Update and maintain corporate databases records in accordance with Toll IT processes and policies ensuring data quality of information updated.•Work in a manner that is not harmful to one’s own health and safety and the health and safety of others.

Service Desk Operator

• Jun 2012 - Jul 2016

•Provide 1st level support by logging, investigating, monitoring, resolving and closure of reported incidents and requests, meeting all SLA’s and achieving customer satisfaction.•Active Directory account management and administration. •Access Management – provide and revoke access to key systems or resources as per SOP.•Identify continuous improvement opportunities and assist in their development and implementation.•Notify Team Leader of any call trends that may assist in Incident and/or Problem Management.•User account creation and administration (User Manager, LDAP, Exchange etc)• Create and update Standard Operating Procedures, processes and other documentation.•Provide assistance in performing transitioning of new and existing processes. •Familiarity and adherence to core ITIL Processes employed at Toll while delivering IT services to Toll Businesses.• Update and maintain corporate databases records in accordance with Toll IT processes and policies ensuring data quality of information entered.•Night shift support to assist Toll global employees in New Zealand, Asia, US and EMEA.•Work in a manner that is not harmful to one’s own health and safety and the health and safety of others.

System Operator: Incident Management – (Toll IT Secondment)

• Oct 2015 - Feb 2016

•Perform technical maintenance activities on behalf of Technical / Application departments.•Perform escalation and ownership of multi-user incidents and service requests; also ensure relevant SOP’s are followed.•Perform environmental monitoring of Datacenters such as power and cooling equipment.•Scheduling & monitoring of server backup, triaging failed backup jobs.•Network & services monitoring via HP BSM, NNM, Site Scope, & MS SCOM etc.•Console Management- monitored events and responded as required to ensure incidents are raised.•Assist in mailbox restoration upon request for investigation purposes by senior management.•Follow up with vendor/resolver teams and advised the business on downtime and comms.•Participate in 24/7 roster shifts.

Desktop Support Analyst (2nd level) – (Toll IT Secondment)

• Aug 2013 - Oct 2013

•Achieved technical knowhow in resolving incidents at first point of contact.•Learned the naming conventions used by Toll Group on Server management and printer configurations.•Delivered troubleshooting solutions on WIN XP, Win7 and remote connections to terminal servers assisting global users. •Resolved printer connectivity issues, file and print server troubleshooting, shared folder access requests etc.•Assisted in the deployment of applications to Toll assets, general break/fix support, transition of business units to the Toll network.•Engaged and promoted cross training and skill sharing with Service Desk staff to help minimize escalations.

IT Operations Analyst

• Dec 2010 - Apr 2011

•Provide day-to-day operational support, on-call support when required for IT users on Saudi base or remote sites within MENA region, covering hardware, software and local and wide area networks. •Answer, resolve/escalate calls routed through the Help Desk system, providing courteous service to all Group IT customers both on the telephone and in person whilst ensuring that all company standards are adhered to. •Point of Contact of the Saudi Arabia Base, related to Group IT concerns, network break/shut down.

Technical Support - Team Lead / Subject Matter Expert

• Sep 2006 - Nov 2010

•Provide L2.5 Support through telephone and remote access to resolve Virus and Spyware related issues in client’s computers globally. •Responsible for PC tuning and providing desktop Support for optimum performance and quality. •Supervise a team of dedicated technicians in resolving virus and potential threat-related issues in client systems networks. •Handle elite escalations regarding critical issues and resolve it with high customer satisfaction. •Prepare team performance reports and ensure quality parameters are achieved for every customer.