Giacomo Leopardi

Multilingual Service Desk Analyst @CDW

Peterborough, GB

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

Dec 2018 — Present

Multilingual Service Desk Analyst @CDW

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Peterborough, GB

Provision of 1st line technical support by taking ownership of phone/mail queries while adhering to service management principles and SLAProducing any follow up actions and escalating as necessary within the business.Logging calls on the SNOW call logging system and maintaining full documentation.Provision of supporting reports to stakeholders.Having a sympathetic and understanding approach to customers, ensuring they are kept up to date.

SKILLS

Service DeliveryTeam SupervisionSla ManagementCustomer EngagementService Level ManagementPrince2Service Improvement PlanningCustomer SatisfactionService Delivery ManagementFull Project LifecycleService ManagementVoipManaged ServicesTeam EngagementIntegrationIssue ResolutionProject DeliveryProject PlanningTelecommunicationsSupplier DevelopmentContinuous Service ImprovementAnalysisIncident ManagementIT Service ManagementChange ManagementMobile CommunicationsItilProblem SolvingRelationship ManagementOutsourcingService Transition PerformanceSupplier ManagementService Delivery DevelopmentService ImprovementMobile DevicesIT ManagementProject ManagementService Level Development

ABOUT GIACOMO LEOPARDI

A reliable, strategic and IT professional, able to drive achievement of demanding targets…

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