Ramy Chekchak

IT Service Desk Analyst – Premium User Support

Citi Bank

Belfast

11.2022 - 04.2025

Provide first-line technical support for high-priority users (stockbrokers, directors)
Resolve hardware, software, and network issues efficiently (avg
10-minute resolution)
Perform IMAC tasks, printer setup, and support remote access/BYOD environments
Troubleshoot cloud-based systems and escalate issues when needed
Accurately document interactions using internal ticketing tools
Consistently ranked in top 5 out of 37 analysts on monthly performance scorecards
As a Premium IT Service Desk Analyst at Citi Bank since November 2022, I manage high volumes of daily calls from stockbrokers and directors, providing prompt and effective IT support
I address a wide array of technical issues with user machines, achieving an average resolution time of 10 minutes per incident
My role includes performing break-fix activities on desktops, laptops, and BYOD, conducting Installation, Move, Add, Change (IMAC) activities, and responding to emergency situations to ensure quick resolution and minimal disruption
I am utilising available resources and technical knowledge to diagnose problems accurately, providing timely, quality solutions, and escalating when necessary
Collaborating closely with my team, I provide consistent updates to customers, and troubleshoot cloud-based system issues, software deployment requests, and network fault troubleshooting and printer configuration
I meticulously document all interactions and resolutions in a ticket-based system, creating detailed entries praised by next-level teams
Consistently ranking in the top 5 out of 37 team members on our monthly scorecard, I highlight my efficiency and dedication to service excellence while adhering to health and safety procedures

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