Faiz Rafiq Alarakha
IT Support Analyst at Clarity Hospitality UK- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
IT Help Desk Professional
UdemyDec, 2020- Oct, 2024 -
Service Desk Analyst Crash Course
UdemyDec, 2020- Oct, 2024 -
CompTIA A+
CompTIASep, 2020- Oct, 2024 -
IT Help Desk for Beginners
LinkedInAug, 2020- Oct, 2024 -
ITIL Foundation Level 3
ITIL CertifiedFeb, 2012- Oct, 2024
Experience
-
Clarity Hospitality UK
-
United Kingdom
-
Hospitality
-
1 - 100 Employee
-
IT Support Analyst
-
Aug 2019 - Present
Research and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationTrack computer system issues through to resolution, within service level agreements1st & 2nd Line Remote and onsite support Install and maintain and build EPOS equipment Provide out of hours support International and UK based clientsSystem testing, upgrades and supporting multiple bespoke systemsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritise and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clients
-
-
-
Mobile World
-
India
-
Consumer Goods
-
Repair Technician
-
Aug 2014 - Mar 2018
Dealt with customers to determine the problem with the phone, probable causes, and type of repair neededPerformed repairs such as repairing a cracked or scratched screens for tablets, laptops and mobile phonesTroubleshoot problems in the phone’s programming to find errorGive a written invoice of repair, parts needed, and estimate of cost to customer and get signatures where neededDealt and repaired water damaged phones, reception issues, no power issues. Repaired devices such as Mac, windows, Laptops, Tablets and PC'sWindows, iOS Android upgrades, office installation, Re-imaged devices.
-
-
-
Aggregate Industries
-
United Kingdom
-
Construction
-
700 & Above Employee
-
Service Desk Analyst
-
Oct 2013 - Jun 2014
Responsible for diagnosing and resolving hardware, software & end users problems Installing and configuring computer systems using different build technologies Escalating and identify any issues which may affect the business needs Processing and organising workload to meet SLA’s and customer requirements Following procedures/checklists and updating support documentation Working with windows servers and application within a mixed OS environment Data entry, data auditing, creating data reports and monitoring all data for accuracy Working within TCP/IP network environment Responsible for managing and extensive database off assets and user details Liaising and meeting with external suppliers of IT services Handling incoming incidents and tasks via Cherwell promptly and effectivelyDealing with incoming and out going calls and provide technical helpInstallation of software and hardwareProviding 1st Line and 2nd Line Support
-
-
-
-
IT Helpdesk - 1st Line Support
-
Apr 2013 - Nov 2013
Providing 1st Line Support for over 5000 employees.Processing and organising workload to meet SLA’s and customer requirements Data entry, data auditing, creating data reports and monitoring all data for accuracyAsset ManagementHandling incoming incidents and tasks via Service Desk Plus promptly and effectivelyProviding Support and Technical Support on Printers, PC's Laptops and Mobile Phone DevicesSupporting Retail Till Softwares - Retail J and POS
-
-
-
British Gas
-
United Kingdom
-
Utilities
-
700 & Above Employee
-
IT Support Analyst
-
Nov 2009 - Apr 2013
Responsible for diagnosing and resolving hardware, software & end users problems Installing and configuring computer systems using different build technologies Managing new projects from start to finishSetting up Mobile Devices and Laptops for new employees and existing employees.Processing and organising workload to meet SLA’s and customer requirements Following procedures/checklists and updating support documentation Working with windows servers and application within a mixed OS environment Data entry, data auditing, creating data reports and monitoring all data for accuracy Working within TCP/IP network environmentResponsible for managing and extensive database off assets and user details Liaising and meeting with external suppliers of IT services Handling incoming incidents and tasks via Service Now promptly and effectively
-
-
-
Halifax
-
Banking
-
700 & Above Employee
-
Senior Credit Controller
-
Oct 2007 - Oct 2009
Reporting to the credit controller team leader. Dealing with B2B and consumer customers. Chasing up outstanding payment by phone and letters. Identify problem on agent account and contact various departments to solve it. Handling disputed accounts and negotiating payments. Dealing with inbound and outbound calls with my own ledges on Microsoft excel. Maintaining accurate credit records and referring any problems to the team leader. Contacting individual’s customers to ask for payment. Sending out copy invoices, monthly statements and cash allocations. Dealing with credit cards, loans and overdrafts. Always became top 3 on hitting my monthly targets Call quality always 100%
-
-
Education
-
2002 - 2006
Ernest Bevin College
A Levels, Accounting and Business/Management -
-
Alderbook Primary School
Community
