Your Name
London,Harringey
Summary
I am an Experienced ICT Support Analyst with a proven track record in providing exceptional technical support and troubleshooting for diverse IT environments. Skilled in diagnosing and resolving complex hardware and software issues, ensuring seamless operations and user satisfaction. Adept at managing IT systems, deploying software updates, and delivering user training, with a focus on enhancing efficiency and productivity.
Overview
6
6
years of professional experience
1
1
Certification
Work history
ICT Service Desk Analyst
Queen Mary University of London
07.2023 - Current
- Deliver best in class Customer Service with Customer Satisfaction as the driver
- Respond to and resolve customer IT requests and incidents through ITSM(Ivanti and now ServiceNow), live chat, emails and phone calls
- Investigate and resolve complex queries
- Deliver to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs)
- Use initiative to plan immediate work priorities and react to changing priorities
- Be an escalation point for other team members
- Actively undertakes to improve on own and colleagues’ knowledge and skills to support the ever-changing IT service landscape and continually improve service
- Produce and review process documentation.
ICT Support Analyst
Security Industry Authority
11.2020 - 07.2023
- Assist staff with resolving problems in relation to ICT equipment, and other ICT issues
- Respond within agreed timeframes to reported incidents
- Monitor and escalate trends in the incidents that are logged with the help desk portal (Topdesk)
- Take ownership of incidents from receipt to resolution
- Assist in the maintenance of network, server and workstation equipment
- Perform routine archiving of data
- Deliver procedural and end user documentation for ICT systems
- Assist in the delivery of work streams of key initiatives and projects as directed
- Maintain the organisations ICT asset register
- Meet the information security requirements of the organisation, particularly in relation to sensitive information
- Assist the ICT Support Manager by acting as a point of contact for staff in all dealings with service partner(s), and in particular with the help desk facility
- Using applications such as, MS share point, Office 365 admin, Active Directory, Intune, Apple Business Manager and many more.
Customer Support Officer
Security Industry Authority
01.2019 - 11.2020
- Provide a dedicated account management service for nine of the largest and most prestigious security companies operating throughout four nations
- To provide an understanding of the SIA’s operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and its regulatory regime
- To assist and support people and organisations to comply through providing advice and guidance
- To work alongside the SIA’s Decisions, Intelligence and Risk and Partnership and Interventions teams to establish and develop cases of non-compliance, non-conformance or breaches of the PSIA
- To achieve team and individual performance targets through delivery of individual and team objectives
- To analyse and investigate the enquiry and use all the tools available across all systems
- To resolve the enquiry at first point of contact for the customer.
Education
Bachelor of Science - Information and Communication Technology
Queen Mary University of London
Skills
Technical Proficiency
- Operating systems: Windows, MAC
- Mobile Devices: iOS, Android
- Software Applications: Microsoft Office, Remote Desktop Tools to support remote users (TeamViewer, Bomgar)
- Hardware Knowledge: Troubleshoot and resolve issues with Desktops, Laptops, Printers and other Peripherals
- Ticketing System: TopDesk, Ivanti,
- Creating knowledge base documents
- Active Directory
- AzureAD
- VMware
- SCCM
- Intune
Problem solving
- Analytical thinking: diagnose and resolve issues effectively
- Troubleshooting: identifying root cause and implementing solutions swiftly
Customer Service
- Communication
- Active Listening
Interpersonal Skills
- Team Collaboration: Able to work well with within a team and other teams
- Time Management: Efficient at managing time and handling tasks simultaneously
Adaptability and Learning
- Quick Learner: Able to learn new technologies and systems
- Continuous Improvement: Willingness to stay updated with latest trends and advancements in IT
Certification
- Office 365 Administrator
- ITIL V4 Management Foundation
References
References available upon request
Timeline
ICT Service Desk Analyst
Queen Mary University of London
07.2023 - Current
ICT Support Analyst
Security Industry Authority
11.2020 - 07.2023
Customer Support Officer
Security Industry Authority
01.2019 - 11.2020
Bachelor of Science - Information and Communication Technology
Queen Mary University of London
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