Currently I am working for Greenwich Council in London as an IT Service Desk Agent/Mobile
and Devise support. I provide 1st line technical support to our customers. The job requires
me to fulfil Service Requests, Incidents, Change requests, New starters/movers/Leavers via
our online portal and phone for internal and external users. I frequently am liaising with
vendors and 3rd party providers to complete requests or incidents. I proactively monitor
tickets coming through the help desk portal, making sure urgent requests are resolved or
escalated accordingly. This also includes VIPs where I respond to their request as soon as
possible to reassure them we have received the request and are actively working on it.
e trouble shooting, resetting passwords, creating accounts for new users, giving access to
folders/drives, and setting up various technology for colleagues. This a customer focused
role, where customers call in, raise tickets, or come to me in person to solve any IT issues.
Online platforms would also be used such as the Hornbill IT system where we would be able
to send instructions or answer questions on. Daily I would use portals like Azure admin
centre, 365 admin, End point and active directory
manage incidents and service requests, also handle communication with users. single point of contact between the service provider and the users. Resolving technical issues quickly and efficiently. Installing and configuring necessary software and meeting end-user needs. Escalating any serious problems