Binye Okoye

Associate Service Desk Analyst @OneAdvanced

Birmingham, GB

Serve as a first escalation point for technical/managerial queries and engage in hands on customer facing IT Support when workloads are high in a fast-paced helpdesk ticketing system environment. • Ensure Service Level Agreements (SLA) are met, and issues are resolved efficiently within the team by delegating tasks, taking ownership of problems, and proactively communicating with customers where necessary.• Maintain Active Directory, E-mail Users and Group Policy to ensure user information is optimal and Security policies are applied. • Develop and report KPI metrics and Management Reports to demonstrate the Service Desk is operating within agreed Service Level Agreement (SLA) targets.• Escalate difficult or high impact problems liaising with all internal stakeholders by keeping them advised as situation changes.• Prioritising Incidents and Service Requests using ITIL best practices and escalating certain issues to 2nd line support and third party where necessary. • Manually remoted on to clients’ devices using Quick Assist and Teams to resolve issues. • Facilitate teamwork by detailing ticket documentation and sharing of best work practices in line with the company’s policies and procedures.• Troubleshooting of routine hardware and software issues handled courteously and expeditiously using technical knowledge, processes, and procedures.• Answering and appropriately handling customer support requests using Cisco VoIP phone system, e-mail and ticketing systems demonstrating excellent verbal and written skills.• Logging, tracking, and monitoring all Incidents, Service Requests, Problem and Change in ITSM tool to ensure issues are properly identified and resolved in a timely manner.• Supporting various devices such as laptops, tablets, and mobile phones running operating systems such as Windows 10, iOS, and Android.