Daniella Waterman
IT Service Desk Analyst @Heywood
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WORK HISTORY
IT Service Desk Analyst @Heywood
Altrincham, GB
Monitoring and processing new incidents, and ensure these are categorised correctly- Review and triage all incoming incidents; either distributing appropriately to areas of the businessor resolving directly- Investigate and analyse incidents, ensuring all the required information is in the log- Connect remotely to customer sites via remote desktop software- Ensure logs are updated accordingly, providing an audit trail of works carried out, includingresolution detail- Monitoring client updates to incidents- Performing early morning checks on hosted services using Grafana and Solarwinds- Monitoring all priority 1 incidents- Liaising with customers regularly to gather information for further investigation into incidents- Access and monitor Jira for updates on the progess of an investigation to avoid breaching SLA- Perform SQL scripts in hosted and on-premise customer sites to fix issues- Update and make changes to individual accounts on Active Directory
EDUCATION
The University of Manchester
BA (Hons), Linguistics
ABOUT DANIELLA WATERMAN
IT Service Desk Analyst at Heywood | AWS Cloud Practitioner Certified ✅
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