Chukwumela Kelvin Orji

1st and 2nd Line Service Desk Engineer

Littlefish

Nottingham

03.2023 - Current

Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
· Prioritising, progressing and monitoring IT incidents and requests to ensure they are resolved within the agreed Service Level Agreement
·Process new starters request, leavers and movers request as well as granting the appropriate roles to users as per their requests.
Provide support to companies such as Derbyshire Health United, Housing plus group and Autolus
Provide adequate support/training to new members of my team, exposing them to the technologies in use and how to utilize it in resolving customers complaints.
Reviewed current hardware and software and recommended modifications to increase system speed.
Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Assisted in technical support process refinement to improve customer service and support.
Configured new employee work stations, including all hardware, software and peripheral devices.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Responded to support tickets within seconds to improve customer service.
· Received an average estimated volume of over 70 calls and 85 chats on weekly basics during peak and resolving over 70% of the first line incidents in timely manner.
Provide end-user support on Windows and Remote Client Servers.
Removed malware and viruses from laptops and desktop systems using specialized software.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Consistently responded to customer service emails within standard window for optimal response.
Drafted procedures, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Installed software updates and vulnerability patches on Windows servers to prevent possible threats from penetrating networks.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Maintained inventory of IT supplies by checking and documenting levels regularly.
Updated software versions with patches and new installations to close security loopholes and protect users.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Documented repair processes and helped streamline procedures for future technical support actions.