IBRAHIM KHALIF
London,UK
Summary
Experienced Service Desk Analyst resolving multiple tickets daily, troubleshooting hardware, software and networking issues over the phone, in person and remotely. Skilled with Microsoft 365, Active Directory, ticketing systems and Intune, with hands-on experience supporting onsite audio-visual equipment and configuring IT hardware and maintaining prepherials. Able to communicate clearly with staff at all levels, and build strong working relationships, while staying calm and organised under pressure. Eager to contribute to Arsenal's matchday IT operations by ensuring reliable technical support, maintaining digital systems and helping deliver a seamless experience for staff, supporters and club operations.
Overview
1
1
year of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Service Desk Analyst Apprentice
L.E.K. Consulting
London
2025.03 - 2026.03
- Provided first and second line IT support across phone, in person, and remotely, logging and prioritising around 20 tickets a day through Ivanti.
- Administered Office 365 and the full Office suite for staff across multiple global offices, supporting Teams, Outlook, SharePoint, and OneDrive.
- Managed user accounts and domain access in Active Directory, Entra ID, and Microsoft 365, including joiner/mover/leaver processes and permission changes.
- Used Microsoft Intune to configure and manage company laptops and mobile devices, applying compliance policies and deploying software.
- Troubleshot hardware and software faults on Windows 10 desktops and laptops, resolving issues at first line and escalating with full background where needed.
- Set up and supported onsite audio-visual equipment across meeting rooms, stepping in to resolve issues during live sessions under pressure.
- Maintained hardware and software inventories, keeping asset records accurate and up to date.
- Communicated clearly with staff at all levels, building strong working relationships and explaining technical issues to non-technical users.
- Collaborated closely with cross-functional teams in order to streamline processes and workflows.
Education
GCSEs - English, Mathematics
Harlington School
London 2019.09 - 2024.06
Skills
- Detail-oriented approach
- IT ticketing systems and remote support
- Office 365 expertise
- Effective communication and problem-solving
- Hardware and software troubleshooting
- Ability to work under pressure
- Intune and Active Directory management
- Networking fundamentals (TCP/IP, DNS, VPN)
- Collaborative teamwork
Certification
- CompTIA Network+ - Currently studying
References
References available upon request.
Timeline
Service Desk Analyst Apprentice
L.E.K. Consulting
2025.03 - 2026.03
GCSEs - English, Mathematics
Harlington School
2019.09 - 2024.06