Job title: Service desk technical analyst

Industry: IT

Start date: December 2021

Leave date: March 2022

Location: Work from home

Whilst I was working here my day to day responsibility's were primarily answer incoming calls from users on the account I worked for. The account I worked on was a high level government contract within the legal sector, for this reason the account was a high profile contract for the company.

When working on the phones I would always act in professional manner whilst making all the decisions in a quick and timely manner as some calls were hugely time sensitive, due to this I have leant the ability to start breaking down the problem and working out the fix whilst the user is still explaining the issue. When I was not taking any live calls I would work on calling users to help resolve any issue they reported, if I was not able to resolve it either on the call or out going call I would allocate the incident ticket to the appropriate team. 

I would do this whilst making sure the user was kept happy and understood what i was doing and any affect this may have for them, at the same time of this i would also be keeping within company SLAs and any other agreed services.