Amin Iqbal
Blackburn,Lancashire
Summary
Experienced Service Desk Analyst with knack for resolving technical issues quickly and maintaining high customer satisfaction. Delivered improved ticket resolution times by streamlining workflows and enhancing team collaboration. Known for calm under pressure, strong communication skills, and proactive approach to tackling challenges.
Overview
7
7
years of professional experience
4039
4039
years of post-secondary education
Work history
Service Desk Analyst
The Calico Group
Burnley, Lancashire
06.2025 - Current
- Investigated reported issues thoroughly before escalating them further up the line.
- Tracked and logged all service desk tickets using specific software tools, improving response times.
- Setup and configured new hardware and software for end-users.
- Performed desktop troubleshooting and equipment configuration across IT infrastructure and associated facilities.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
Service Desk Analyst
Positive Solutions
Adlington, Lancashire
06.2024 - 03.2025
- Troubleshoot various incidents related to hardware, networks and software faults.
- Setup and configured new hardware and software for end-users.
- Coordinated with vendors to replace and repair faulty hardware.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
- Performed desktop troubleshooting and equipment configuration across IT infrastructure and associated facilities.
Customer service advisor
BT
Accrington, Lancashire
02.2022 - 02.2024
- Offered prompt solutions to maintain customer satisfaction.
- Managed requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Expressed care, patience, and empathy when handling customer interactions for personalized experience.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Attended regular product training, memorizing key information to enhance customer advice.
CALL HANDLER
SITEL UK
Blackburn, LAN
06.2021 - 12.2021
- Calling Covid 19 Positive Cases to prevent outbursts of cases and establishing where the origin of the public's symptoms is.
- Logged call details and customer information in secure systems, improving data collection measures.
- Managed high call volumes, working accurately and efficiently for optimum productivity.
Safety Steward
Stadium
Burnley
10.2019 - 10.2021
- Ensured safety of attendees by consistently following official procedures and working with discretion.
- Assessed sites before events to identify potential risks or challenges.
- Collaborated with different teams to ensure smooth running of sporting events in accordance with official schedules.
- Removed waste and cleared sites post-events.
WAREHOUSE OPERATIVE
Studio
Accrington
10.2019 - 12.2019
- Contributed to smooth running of multiple warehouse functions by assisting various departments as required.
- Packed and labelled products ready for dispatch.
- Consistently met packing standards and targets outlined by Warehouse and Dispatch management.
- Maintained clean, tidy working environments, upholding warehouse hygiene and safety standards.
- Listened closely to instructions, conducting fast-paced picking, and packing in line with targets.
Education
Diploma - IT And Computing
Blackburn College
BlackburnGCSEs -
Blackburn Central High School
BlackburnSkills
- Inbound & outbound call handling
- GDPR compliance knowledge
- Ticketing system proficiency
- Teamwork skills
- Helpdesk experience
- Mobile device support
- Hardware troubleshooting
References
References available upon request.
Timeline
Service Desk Analyst
The Calico Group
06.2025 - Current
Service Desk Analyst
Positive Solutions
06.2024 - 03.2025
Customer service advisor
BT
02.2022 - 02.2024
CALL HANDLER
SITEL UK
06.2021 - 12.2021
Safety Steward
Stadium
10.2019 - 10.2021
WAREHOUSE OPERATIVE
Studio
10.2019 - 12.2019
Diploma - IT And Computing
Blackburn College
GCSEs -
Blackburn Central High School