Zakaria Reffas
London,London
Summary
Dedicated IT professional with expertise in Help Desk and Technical Support, specialising in L1 and L2 support. Proficient in utilising ticketing systems such as Zendesk and ServiceNow, with foundational knowledge of Microsoft 365 and Active Directory. Skilled in hardware and software troubleshooting, A/V systems support, laptop imaging, and user onboarding. Demonstrates strong capabilities in documentation management, asset management systems, and cybersecurity measures. CompTIA A+ certified with a commitment to enhancing IT infrastructure efficiency.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
IT Analyst
Liontrust Asset Management PLC
London
11.2022 - 09.2025
- Provided 1st & 2nd line technical support for staff across multiple offices.
- Logged, tracked, and resolved incidents via Zendesk, escalating as required.
- Prepared laptops and user accounts, and delivered mini-induction sessions for new starters.
- Supported and troubleshooted A/V systems for meetings and events.
- Maintained IT documentation and updated asset management systems.
- Assisted with IT projects including system rollouts and process improvements.
Business Sales Specialist
Vodafone
London
04.2016 - 11.2022
- Supported business clients, resolving issues across multiple communication channels.
- Collected and analyzed customer service data to improve KPIs.
- Provided technical assistance for mobile devices and business solutions.
Intern
Avado
London
09.2021 - 12.2021
- Completed modules in Finance Fundamentals, Workplace Digitization, and Innovation.
- Collaborated in team projects and coordinated virtual meetings.
Education
BSc - Economics & Business
Birkbeck, University of London
01.2015 - 01.2019
A-Levels - Economics, Business Studies, ICT
St George's Roman Catholic School
01.2013 - 01.2015
GCSEs - 12 GCSEs including English and Mathematics
St George's Roman Catholic School
01.2011 - 01.2013
Skills
- Help Desk & Technical Support (L1 & L2)
- Ticketing Systems: Zendesk, ServiceNow (basic)
- Microsoft 365 & Active Directory
- Hardware / Software Troubleshooting
- A/V Systems Support & Setup
- Laptop Imaging & User Onboarding
- Documentation & Knowledge Base Management
- Asset Management Systems
- CompTIA A Certified
- Cybersecurity measures
Languages
English
Arabic
French
Personal Information
Nationality: British
Timeline
IT Analyst
Liontrust Asset Management PLC
11.2022 - 09.2025
Intern
Avado
09.2021 - 12.2021
Business Sales Specialist
Vodafone
04.2016 - 11.2022
BSc - Economics & Business
Birkbeck, University of London
01.2015 - 01.2019
A-Levels - Economics, Business Studies, ICT
St George's Roman Catholic School
01.2013 - 01.2015
GCSEs - 12 GCSEs including English and Mathematics
St George's Roman Catholic School
01.2011 - 01.2013
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