Jatin Mittal

Service Desk Analyst @Duco Limited

Adelaide, AU

Network Monitoring- Monitor network infrastructure and systems for availability, performance, and security- Identify and report network-related issues such as connectivity problems, outages, or performance degradation. Moreover, Work on network issues along with appropriate network administrators or teams.Security- Be vigilant for security incidents, such as malware infections, unauthorized access attempts, or data breaches- Report and log security incidents following established incident response procedures- Educate end-users about security best practices, such as password policies and data protection- Collaborate with the IT security team to mitigate security threats and vulnerabilities.Project Work- Working in IT projects, such as software deployments, hardware upgrades, or system migrations- Follow project plans and timelines to ensure successful implementation- Coordinate with project managers and other teams to deliver project-related support- Document and report project-related issues and incidents- Participate in project-specific training and knowledge transfer activities.Incident Management- Receive and log incident reports from end-users via phone, email, or ticketing system- Gather information about incidents, including the nature and scope of the problem- Provide initial troubleshooting at level 2 and 3 and attempt to resolve incidents at the first point of contact- Ensure timely and accurate communication with end-users regarding incident status and resolution progress. Problem Management- Identify and document recurring issues and potential root causes- Assist in the resolution of known problems or provide temporary workarounds- Collaborate with Level 2 or Level 3 support to investigate and resolve complex problems- Contribute to the creation and maintenance of a known error database.

University of South Australia

Bachelor's degree, Information Technology