Hayden De Wattignar
Service Desk Analyst
Dunedin,OTA
Summary
Agile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Presents customer concerns to internal development staff for integration into future updates. Positively impacts all customer interactions and engineering efforts for supported products. Inventive Technical Support Representative eager to find novel and productive solutions for each customer's issue. Independent provider of individualized customer care. Adapts to unique complaints and queries by performing independent research. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
IT Service Desk Analyst
Southern District Health Board
Dunedin, Otago
10.2017 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of Network connectivity issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
- Adjusted original installation plan and reviewed installations for compliance with hospital policies and good operating practices.
Education
Bachelor of Information Technology - Infomation Technology
Otago Polytechnic
Otago 01.2014 - 11.2016
Skills
Technical issues analysis
Desktop support
Ticket support system management
PC component diagnostics
Windows 10
Application support
Network diagnostics
Timeline
IT Service Desk Analyst
Southern District Health Board
10.2017 - Current
Bachelor of Information Technology - Infomation Technology
Otago Polytechnic
01.2014 - 11.2016