Riches Blankson
London,United Kingdom
Summary
Organised and driven individual with strong problem-solving abilities and excellent communication skills, well-suited for Senior Service Desk Analyst position. Proficient in troubleshooting technical issues and providing exceptional customer service, ensuring smooth operations and user satisfaction. Ready to contribute to success of team and achieve impactful results in this role.
Overview
6
6
years of professional experience
1
1
Certification
Work history
Service Desk Analyst
ACAS
London, United Kingdom
11.2023 - 01.2025
- Worked with a team of six service desk technicians, ensuring timely and efficient resolution of technical issues, meeting or exceeding SLA targets
- Provided expert-level support for internal and external clients, resolving complex IT incidents and requests related to hardware, software, and network systems
- Developed and maintained knowledge base articles and internal documentation, improving first-contact resolution rates by 80%
- Implemented and improved ITIL-based processes for incident and problem management, reducing recurring issues
- Coordinated major incident management, acting as the primary liaison between end-users and technical teams to ensure rapid issue resolution
- Delivered training and mentorship to new colleagues, fostering professional growth and enhancing team productivity
- Monitored system performance, identifying trends and proactively resolving potential issues before they impacted users
DIGITAL SUPPORT OFFICER
CENTRAL CRIMINAL COURT
London
02.2022 - 11.2023
- Main point of contact for IT issues across court
- Triage and report IT issues that cannot be resolved
- Up-skill staff on IT
- Perform monthly checks on courtroom technology equipment
- Monitor work of contractors and report to regional IT
- Sharing best practice on IT issues, work arounds and resolution
COURT USHER
CENTRAL CRIMINAL COURT
London
02.2022 - 11.2023
- Prepare the Courts for sitting
- Keep Courtrooms clean and tidy throughout the day
- Liaise with Judges and Clerks regarding papers for hearings
- Obtain names of all parties and complete Court records where appropriate
- Swear in witnesses as appropriate
- Ensure the smooth running of the Courts
- Take care of jurors throughout a trial and making sure they are comfortable
Inventory Planner
Ghana National Gas Company
Atuabo, Ghana
09.2018 - 08.2019
- The processing of inventory for delivery
- Packaging items and labels for dispatch
- Quality control inspection
- Ensuring workplace is free of slip and trip hazards
- Registering materials and goods received into the warehouse
- Supporting the management with weekly P&L reports, rosters and commercial duties
- Administering of item codes and locations for easy identification
- Provide support in managing the warehouse in the absence of management
CEO & Founder
AKRICH
Greater Accra
08.2020 - 01.2025
- Effectively managed a team of 4 Carpenters and a Project Manager
- Secured and developed kitchen design, home renovations and workspace setup business contracts circa £45k
- Spearheaded overhaul of various departments to reduce stagnation and increase growth and productivity
- Increased company revenue YOY by 6% over a year's time span
Education
BSc. - Development Planning
Kwame Nkrumah University of Science and Technology
01.2014 - 01/2018
West Africa Senior School Certificate - Business Studies
St. Thomas Aquinas SHS
01.2010 - 01/2013
Skills
- ITIL Service Management
- IT Support & Troubleshooting
- Service Desk Leadership & Staff Mentorship
- Active Directory
- Microsoft Exchange
- Office 365
- Microsoft Console (SCCM)
- Remote Desktop Support (RDP)
- Ticketing Systems (Fresh Service, HALO)
- Knowledge Management & Self-Service Portals
- Network Configuration & Troubleshooting
Certification
- ITIL v4 Foundation Certification, 01/01/25
- Service Desk Analyst V8 Certificate, 01/01/24
References
References available upon request.
Timeline
Service Desk Analyst
ACAS
11.2023 - 01.2025
DIGITAL SUPPORT OFFICER
CENTRAL CRIMINAL COURT
02.2022 - 11.2023
COURT USHER
CENTRAL CRIMINAL COURT
02.2022 - 11.2023
CEO & Founder
AKRICH
08.2020 - 01.2025
Inventory Planner
Ghana National Gas Company
09.2018 - 08.2019
BSc. - Development Planning
Kwame Nkrumah University of Science and Technology
01.2014 - 01/2018
West Africa Senior School Certificate - Business Studies
St. Thomas Aquinas SHS
01.2010 - 01/2013
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