Mohammed Akhtar

1st Line Support Helpdesk Analyst @BT Group

Sheffield, GB

Accurately ensure all IT support requests are logged in the service desk software, with regular updates recorded for each open request, ensuring completion within agreed SLAs and escalating potential breaches to IT management. Providing reactive 1st line support, ensuring incidents are resolved promptly with a focus on first-time fix solutions where possible. Ticket Management: Accurately logging, updating, and closing event management tickets using salesforce in a timely manner as per the documented processes. Ensuring required corrective action where quality issues are identified. Network & Server Monitoring: Monitor network and server health using industry tools, quickly responding to performance issues and minimizing downtime. Service Desk Operations: Managing high-volume calls and tickets, providing timely resolutions in line with KPI\'s and ensuring high customer satisfaction. Incident Triage & Fault Diagnosis: Conducting aninitial triage of incoming incidents, diagnosing technical faults, and escalating to 2nd/3rd line teams as required to keep the customer up to date and resolve issues effectively. Communication: Deliver clear, professional communication to internal and external service users, through detailed technical analysis and diagnosis. Technical Fault Coordination: Coordinating with cross-functional teams to resolve complex technical issues, ensuring minimal disruption and service continuity. Customer Focus: Prioritizing customer needs, delivering responsive support and maintaining strong relationships with internal engineers and external clients. Technical Proficiency: Skilled in Microsoft Office Suite (Outlook, Word, Excel), handling multiple applications simultaneously to manage tickets and track incidents. Maintaining system capabilities by testing computer components. Collaborating with senior IT staff on complex issues, offering support and facilitating knowledge transfer to enhance team capability.

Sheffield Hallam University

Information Technology with Business studies, Information Technology