Service Desk Support\Analyst

At CCL as part of the role of service desk/analyst we handle incoming queries either via email over the phone or as part of a service portal or event management.  We input the details of the issue the user is experiencing, and then take the necessary measures to resolve the issue, we ask questions to fully scope the user’s issue and document it. 

At CCL we are always looking to complete a first-time resolution quickly and devise a solution to the problem without involving other IT departments. We will also escalate requests to higher-levels 2nd 3rd line support team experts if we unable to provide a resolution so that IT specialists can conduct analyses and then determine how to fix the issue,

Throughout the incident lifecycle CCL will maintain detailed records of a user issues and add detail notes so that it can be diagnose and repaired for complex and non-complex issues and also provide other internal or external departments with the information it requires. By maintaining detailed records other service desk users can also look at the ticket history and make recommendations to prevent future problems.

At CCL we will also perform system tests and updates after the resolution of an incident ticket to help. This helps to prevent future issues and service interruptions thus ensuring that the resolution in place has not caused problems elsewhere within the business or to other systems.