Dhaval Vakil

Information Technology Service Desk @University Health Network

Toronto, ON, CA

Provide telephone, live-chat, email support to end usersActs as the subject matter expert in Technical Support products and servicesProvides incident and problem management support in accordance to established Service Desk SLAStrong customer interaction skills for support in our clinical, research, education and administration environmentsPerform investigations; perform root-cause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environmentWhen required, escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfactionFacilitate, manage and initiate interactions between team leads and other UHN Digital support teamsPerform minor configuration and troubleshooting on end user devices and technologiesPerform basic troubleshooting on switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration.Document and report on all work performed in the UHN Digital incident and problem management ticketing system