Tauqeer Shabbir
Luton
Summary
Detail-oriented IT Analyst with experience delivering advanced technical support in enterprise environments. Troubleshoots desktop hardware, network connectivity, Windows OS, and Microsoft 365 issues to enhance customer satisfaction. Manages device provisioning and user onboarding while documenting processes to improve service delivery. Collaborates proactively with IT teams to drive continuous improvement and meet SLA targets.
Overview
2
2
Languages
6
6
years of professional experience
Work History
2nd Line Desktop Support Analyst
RGA Appliances
07.2025 - Current
- Deliver 2nd line technical and deskside support across complex hardware, operating systems, applications, and network infrastructure.
- Troubleshoot escalated Windows OS, Microsoft 365, VPN, and peripheral issues to root cause resolution within SLA targets.
- Managed ticket lifecycles in ITSM tools, documenting technical troubleshooting steps and resolutions to streamline support processes.
- Oversaw ticketing system operations to maintain workflow efficiency and ensure timely issue resolution, prioritising and escalating critical issues.
- Perform hands-on hardware diagnostics, repair, and component replacements (Laptops, Desktops, SSDs, RAM, Power Supplies).
- Lead hardware deployment and user onboarding, managing device imaging, provisioning, permissions, and Active Directory setup.
- Collaborated with IT teams to develop and implement system improvements, contributing to enhanced overall performance and user satisfaction.
- Conducted thorough investigations into system error reports to identify underlying issues and facilitate repairs. to try to reproduce problems and trace faults.
- Customised user profiles and system settings to meet individual needs and preferences, enhancing user satisfaction.
IT Service Desk Analyst
Connells Group
06.2024 - 07.2025
- Delivered 2nd line technical support to users across multiple UK business locations within a high-volume service desk environment.
- Managed an average volume of 30+ incoming technical incidents and service requests daily, maintaining strict SLA compliance.
- Delivered first-line support to users, troubleshooting software and hardware issues effectively.
- Provided remote support to users, diagnosing problems and implementing solutions promptly.
- Resolved issues related to Active Directory, Microsoft 365, network access control, and account authorisation, ensuring uninterrupted user access.
- Installed, configured, and repaired desktops, laptops, mobile devices, network printers, and business-critical software.
- Utilised diagnostic and troubleshooting tools, including ServiceNow, Jira, Microsoft Intune, and Microsoft Endpoint Manager, to identify the root cause of technical issues and support timely resolution.
- Documented actions taken using work order systems within IT Works, ServiceNow, Jira Service Management, and ManageEngine ServiceDesk Plus.
- Updated technical documentation and knowledge base articles to improve first-contact resolution rates across the service desk.
- Developed and updated technical documentation, including user guides and troubleshooting steps, to facilitate knowledge sharing and improve support efficiency.
- Analysed support ticket trends to identify recurring issues, recommending improvements to IT services and processes for enhanced user satisfaction.
- Utilised user guides to perform technical repairs effectively. and technical manuals to complete skilled repairs.
Field Engineer
Baumatic LLC
06.2020 - 06.2023
- Supported the IT team in troubleshooting hardware and software issues, reducing downtime for staff.
- Assisted users with system access, hardware troubleshooting, and internal application queries to ensure smooth daily IT operations.
- Documented ticket details and escalated unresolved technical issues to senior engineers for timely resolution.
- Collaborated on the deployment of network hardware, including routers and switches, enhancing connectivity.
- Monitored system performance to identify weaknesses, bottlenecks and inefficiencies.
- Inspected and surveyed sites, providing technical expertise on install locations and types of systems.
- Monitored and reported on the performance of field operations to senior management.
- Worked flexible schedule and on-call rotas, responding to client callouts 24/7.
- Conduct routine servicing and planned preventative maintenance (PPM) at customer sites.
- Attend service call-outs promptly to diagnose, troubleshoot and repair mechanical and electrical faults.
Education
Bachelor's Degree - Business Marketing
University of Bedfordshire
Bedford, BDF01-2020
Skills
- Technical troubleshooting
- Incident management
- Service desk operations
- Service desk oversight
- Hardware diagnostics
- System troubleshooting
- Software installation
- Office 365
- Networking
- Technical writing
- Process improvement
- Problem solving
- Team collaboration
Custom
Willing to relocate
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
2nd Line Desktop Support Analyst
RGA Appliances
07.2025 - Current
IT Service Desk Analyst
Connells Group
06.2024 - 07.2025
Field Engineer
Baumatic LLC
06.2020 - 06.2023
Bachelor's Degree - Business Marketing
University of Bedfordshire