DeShane Watson

Experience

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  RTI International

  Jan 2007 - Jan 2008

  Helpdesk Analyst
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  Meredith College

  Aug 2009 - Apr 2016

  Technical Analyst
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  HCL Technologies

  Jun 2016 - Aug 2016

  Service Desk Analyst

  Accept & register Service Calls, Classify Service Calls according to the specified options, Execute 1st attempt to solve the Service Call, Refer Service Call to the appropriate Resolution Owner Support Group, Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself). Escalate to the appropriate management level when thresholds are violated, Close Service Call, Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA. Report about Service Calls. Communicate response times for dispatched tickets to the customers., Manage the entire service request process ensuring adherence to SLA., Execute service requests such as setting up NT/Outlook accounts as per the SLA., Process and send IT reports. · Soft Skills· Customer-focused, thorough knowledge of troubleshooting remote access issues· Able to articulate and speak with clear voice & Excellent communication skills, (active listening skills)· Diplomatic and must have interpersonal skills, Able to understand the business’ objectives· Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field Show less

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  Duke University Health System

  Aug 2016 - now

  Desktop Support Manager