Saikou Jallow
Edinburgh
Summary
An IT Service Desk Analyst dedicated to providing top-notch support to end-users across all levels of an organization with a strong foundation in technical troubleshooting. Experience in IT infrastructure and ability to communicate effectively with both technical and non-technical colleagues. Experience working in a fast space environment. Liaise with 3rd party and external stakeholders to maintain a high level of customer service.
Overview
3
3
years of professional experience
2015
2015
years of post-secondary education
1
1
Certification
Work History
IT Service Desk Analyst
Standard Life UK
Edinburgh
07.2022 - 03.2025
- Providing 1st & 2nd line support, dealing with circa 40 to 50 tickets daily, consistently hitting 75% to 80% of FTF rate
- Supporting users with Windows 10/11, O365 within a Citrix environment
- Administration of Active Directory including password resets for different platforms, providing specific access to files, folders, apps etc
- Assisting customers in identifying issues and explain solutions to restore service and functionality
- Use of ServiceNow ticketing system to record and manage all requests reported to the service desk, ensuring clients satisfaction by meeting service levels and escalating requests that cannot be fulfilled within agreed times
- Collaborate with HP Support teams to provide technical support to clients
- Answering calls in a timely manner and providing consistently excellent customer services
- Performing initial triage on all issues and aiming to resolve issues on the initial call
- Collaborate with supervisors to escalate and address customer inquiries or technical issues and always willing to learn new technologies in a fast-paced working environment
Education
Certificate - CCNA
Quantum Net Institute Of Technology
Skills
- ITIL
- ServiceNow
- Active Directory / AAD
- MS Office 365
- Citrix
- Microsoft Intune
- VDI Management
- SSO
- MFA
- MDM
- Telephony / Cisco
- Remote Support
- Customer Service
- Communication skills
Certification
Windows 10 for IT Support: Troubleshooting Basics
IT Service Desk Careers and Certifications
ITIL® Foundation 4 First Look
IT and Cybersecurity Risk Management Essential Training
Timeline
IT Service Desk Analyst
Standard Life UK
07.2022 - 03.2025
Certificate - CCNA
Quantum Net Institute Of Technology
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