Hamza Akhtar

Service Desk Operator @Hughes

Milton Keynes, GB

As a Service Desk Operator, I provide second-line network support, efficiently managing incident notifications from customers and monitoring systems. My role focuses on troubleshooting and resolving complex network issues, including routers, switches, firewalls, and VPNs, ensuring minimal downtime and optimal performance. I collaborate with field engineers on remote site installations, migrations, and network configurations while working with cross-functional teams to maintain high availability and meet strict SLAs. I also manage escalations, document incident resolutions, and generate reports for internal and external stakeholders to drive continuous improvement in service delivery.Key Skills & Technologies:• Incident Management, Network Troubleshooting, IP Routing, VLAN Configuration, VPN, TCP/IP, DNS, DHCP• ITIL/ISO SLA Management• Customer Communication, Technical Support, Root Cause Analysis