Candidate #304937
Brief Introduction
With a clear understanding of providing service and support, I am highly motivated to learn, grow, and excel in ITIL. As an experienced Service Desk Support Analyst, I bring enthusiasm and dedication to contribute to team success through hard work, attention to detail, and excellent organizational skills. I have built an excellent reputation for resolving problems and improving customer satisfaction, and I am eager to continue making impactful contributions in this role.
Skillset
- No work experience
- Eye for Detail
- Problem Management
- Troubleshooting
- Service Desk
- PC Hardware
- Laptops
- Software Installation
- Active Directory
- User Management
- Apple MacOS
- IBM OS/2
- ITIL
- Microsoft Exchange Server
- Microsoft Office 365
- Microsoft Windows
- ServiceNow
- VPN
- Windows Azure Platform
- Windows Server
Work Experience
IT Service Desk Analyst L1/L2
Aug 2022 - Jan 2025
- • Handle E-mail, Calls, and Chat related to application issues faced by clients within SLA
- • PC’s, laptops, printers, network connection, internet access standard and client’s application
- • Standard client software installation, configuration, and update thru Software center
- • User management (Password reset/Unlock account via Active Directory), file access permission management
- • MS Authenticator and Company Portal set up • Azure Active Directory - MFA Resetting (MSP) • Create issue tickets by logging all pertinent information with outmost Quality and precision (SNOW Ticket System) • Deliver exceptional level of services to each customer by listening to concerns and answering questions
- • Escalating issues accordingly • POC/Floorwalker for NAM region – Providing assistance to colleague • Performing L2 tasks • Performing backlogs, outbound calls and chasing users for pending tickets • Improve customer satisfaction • Resolve problems, improve operations and provide exceptional service.
Education
-
Degree: Bachelors Degree
Major: Duration: Jun 2018 - Jul 2022