Devinda Vidanagama

Service Desk Analyst L2 @ACRELEC

GB

Deliver L1 & L2 technical support for self-service kiosk systems, in-store servers, and networked peripherals across global quick-service restaurant clients.Support major brands including McDonald’s, KFC, Burger King, Wendy’s, Slim Chickens, Popeyes, and Taco Bell across the UK, Ireland, and international regions.Perform remote troubleshooting and diagnostics through TopDesk, Jira, and ServiceNow, ensuring high SLA adherence and rapid issue resolution.Collaborate with vendors, field engineers, and customer IT teams to coordinate escalations, deployments, and hardware replacements.Maintain and monitor in-house and cloud-hosted systems, applying updates, testing patches, and ensuring service continuity.Contribute to incident documentation and knowledge base updates, streamlining future troubleshooting processes.Recognized for proactive issue ownership and maintaining uptime standards across mission-critical retail systems.