Khizer Mohammad

Service Desk Analyst @Core Technology Systems

GB

Provision of 1st & 2nd line support service for software and hardware Incidents and ServiceRequests via phone calls, emails and self-service tickets.• Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSMtool.• Installation of hardware & software and the provision and support of mobile devices.• Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.• Ensuring diagnostic information is fully compiled prior to any escalation.• Documentation of resolutions into Knowledgebase and update service documentation asappropriate.• Identification of service improvement opportunities.• Project delivery support.• Adherence to ITIL standards.• Attend the sites of Core’s clients, with any non-site days working remotely for Core’s ServiceDesk function.