Jonathan C.

Experience

• 

  Northern Ireland Civil Service

  Nov 2023 - now

  Service Desk Analyst - ICT Level 2

  Taking phone calls and dealing with emails to resolve IT issues for the employees of the NICS.Capturing and recording all required information to ensure effective logging of calls.Troubleshooting incidents and recording actions taken.Escalating issues to the 2nd line resolver teams.Advising and updating customers on progress of incidents and service requests.Closing all incidents to full user satisfaction.Working to agreed Service levels.Providing customer service and working as part of a team.Training new Apprentices in the use of IT Assist systems. Show less