Janagan Sivakumar
Service Desk Analyst @CDW UK
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WORK HISTORY
Service Desk Analyst @CDW UK
Peterborough, GB
Act as the main point of contact within 1st Line Support for software / Hardware related incidents for customers in UK and France- To accurately log incidents and ensure all relevant data is captured in order to resolve the issue using technical tools - Remotely connect to customers PC and resolve their technical issues using tools such as; Azure, Windows Server, Active Directory, File/Print Server, Meraki, Okta, Citrix, iScala, Mimecast, SOP, Microsoft365 (Word, Excel, PowerPoint, Outlook, Teams, OneDrive)- Answer calls over the phone in a professional manner and resolve customers issues quickly and effectively- Regularly update incidents logged on the ITSM and manage a ticket within the Customer Service Level Agreement (SLA)- Proactively keep customers informed on an incident / request status and progress in a professional manner
SKILLS
ABOUT JANAGAN SIVAKUMAR
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