Michael G.
Second Line Desktop Analyst @Computacenter
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WORK HISTORY
Second Line Desktop Analyst @Computacenter
Milton Keynes, GB
Managing incidents routed from First Line within the limits of knowledge and the contractMaintaining technical knowledge and expertise tailored to applications and customersProgressing/closing incidents within the ITSM management system toolset, escalating where necessaryLiaising with the Team Leader and the team, to ensure that incidents do not exceed SLA, and escalating potential service issues to the Team Leader, and taking ownership user\'s issues and progress within SLA/OLA\'sCreating, reviewing, and updating technical support documentation and procedures from experience and information gainedKnowledge sharing with customers and colleagues through direct communications and knowledge sharing toolsSubject matter expert for Evergreen and Pre-Production Environment and involved in cross team discussion for the deployment of Evergreen 1703 and 1803 from a desktop services perspectiveLiaising with third parties, assisting, and participating in various cross team interactions in problem management and post incident reviews to find resolutions to problems impacting the estateSupport using Active Directory, Terminal Services, remote access, and MS OfficeTroubleshoot, investigate, and analyse hardware and software issue across the business, to determine underlying causesActing a mentor to fellow colleaguesTake defined action on simple problems and escalate unforeseen or exceptional circumstances to the Team LeadRemote desktop support and remote rebuilding of devices across the estateActed as point of contact for the delivery of the 1703 and 1803 projects, liaising with project managementAlways vigilant for any possible activity that may contravene security operational procedures and if necessary, raise a security incident reportResearching problems and solutions proactively, documenting the findingsDeveloping personal knowledge and skillsWorking shift pattern 07:00 to 19:00, Monday to Friday
EDUCATION
University of Northampton
Bachelor of Laws (LL.B.), Law
Progress College, South Africa
Senior Certificate, O Levels
Administration House of Representatives Department of Education and Culture, South Africa
Certificate MOD 101 in Catering, Chef
Information Systems Examinations Board (British Computer Society),
Foundation Certificate in IT Service Management (ITIL), IT Service Management
The Tess Group
Employabilty Certificate, Employabilty
BPP Law School
LPC, Legal Practice Course
Durbanville Computer Academy, South Africa
Certificate in Database Design and Programming, Database Design and Programming
The Institute of Environmental Health Officers, Northampton
Basic Food Hygiene Certificate, Hygiene
LearnDirect, Northampton
ECDL, Computer Refresher Course
Northampton College, Northampton
BTEC in Computing, Computing
Intec College
Gourmet Cooking Diploma, Chef
BPP Law School
High Street Extra Certification, High Street Practices
ABOUT MICHAEL G.
An approachable and professional IT customer service individual, proficient in Information Technology, possessing a range of technical and non-technical experience and abilities, with experience of IT Help Desk environments, dedicated to delivering multi-faceted IT service and support. Able to be assertive and confident, using initiative while being a committed and active team player. Possesses a flexible working attitude, and able to pay attention to detail under pressure, and willing to develop further IT skills. Applying a methodical, disciplined and focused thought process, to identify and trouble-shoot issues, solving up 70% of calls at first instance, maintaining client confidentiality, and ensuring a secure working environment. Striving to maintain customer satisfaction, identifying business opportunities, and make improvements, with excellent communication skills.
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