Lydia Boachie

Experienced IT Service Desk professional with a strong background in 1st Line Support and Incident & Request Management, demonstrating ITIL awareness. Proficient in Microsoft 365 applications, Windows 10/11 support, and Active Directory management, including password resets and account management. Skilled in hardware troubleshooting for laptops, printers, and peripherals, alongside basic networking knowledge such as Wi-Fi, DNS, DHCP, and VPN. Adept at using ticketing systems like SysAid Service Space and remote support tools including Quick Assist and TeamViewer. Committed to delivering exceptional customer service through efficient communication skills and technical documentation writing. Career goals include advancing expertise in virtualisation and process implementation to enhance IT service delivery.

I am an attentive technician, skilled in monitoring and resolving project hazards. Prioritises maintenance and repair tasks with strict time management. Strong record-keeping skills with focus on accuracy. This skill has been highly commended by my managers and colleagues.

• Resolved 80–90% of first-line tickets without escalation (adjust the figure based on your experience)
• Recognised for strong customer service and problem-solving abilities
• Supported high-demand environments (lecture theatres, student hubs, busy support queues)
• Excellent feedback from Customer Service Satisfaction (Very Satisfied, with an average satisfaction of 4.8 out of 5)

• Self-taught braider and Co-founder of Naroli Hair Business
• Photography for events and content creation
• Media Team coordinator at my local church
• Choir member
• Cooking and Meal preparation for various costumers and catering to events

I earned a Christian Counselling Certificate, enabling me to support individuals facing trauma or everyday challenges, especially people living with Pain and Chronic illness. As I myself suffer from Fibromyalgia, I can sympathise with people who struggle to share their experiences, explain their pain and manage day-to- activities. I meet with them online or in person to provide support through verbal encouragement, links to services available in their areas, advocating skills and tools for themselves and learning to take it one day at the time.

My journey reflects someone who adapts quickly, works hard, and invests fully in every environment I am placed in. I bring strong communication skills, empathy, technical understanding, and a commitment to continuous improvement — qualities that make me well-suited to a wide range of roles and a valuable addition to any team.