Osaro Osunde

IT Service Desk Operator @Nhs

Provide quality telephone support to our end users- Log and manage support calls for assistance to a conclusion- Use remote diagnostic tools to carry out remote assistance to resolve calls at first contact- Escalate to Service Desk Analysts, second and third level support teams any calls that require further diagnostics- Manage the call flows to comply with Service Level Agreements, ensuring timely interventions by the on-site technical team and third party contractors if required- Communicate with users at all levels within the organization, ensuring they are fully aware of progress at all times- Use experience and creative thinking to work with the Service Desk Manager to modify processes and procedures so they better meet users’ needs- Assist and advise Service Desk Analysts and Administrators with their daily tasks.