Service Desk Analyst

• Sep 2022 - Present

Service Desk Analyst

• Dec 2019 - Sep 2022

IT Service Desk Support Officer

• Aug 2018 - Nov 2019

• Providing Level 1 -2 diagnosis and troubleshooting support for 52 stores (Pharmacies and Optical stores) with over 500 users • Logging all incidents and service requests in service desk system, then either providing a prompt resolution or escalating issues to a higher level where necessary (Closing 90% of calls) • Ensure that allocated tasks and requests are actioned and communicated in a timely, efficient and professional manner, learning and using appropriate methodologies to support our high level of operational team • Set up new employees and process departing employees as required, ensuring that all appropriate policies and procedures are adhered to • Administration and support of Active Directory domains, User and Group management • Remote network monitoring of all clients • Creating technical documentation for team members and user guide for store users • Providing after-hours support every 3 weeks

Computers Salesperson

• Aug 2017 - Aug 2018

Duties: 1. Maintain an acceptable level of sales and Gross Profit. 2. Follow all company procedures in regard to paperwork and store procedures. 3. Communicate with company representatives and suppliers to keep product knowledge up-to-date. 4. Return faulty goods or dead on arrival stock to manufacturers on a regular basis. 5. Assist in the movement of floor stock and floor relays. 6. Contribute my opinion to the stock held in a particular area. 7. Follow up all customer complaints. 8. Daily housekeeping duties including dusting and cleaning, checking on stock condition, accurate ticketing and merchandise presentation.

System Analyst

• Jun 2015 - Nov 2015

• Working at frontline to troubleshoot client’s Internet connectivity issues including email, cabling, and Internet connections and provide reliable solutions - on average 30 clients a week • Communicate with customers on the phone and face to face • Email sever and City Cable Internet installation, configuration, upgrade, administration, monitoring and maintenance for new and existing users - over 50 successful installation cases • Handle complaints escalated by the sales team relating to service • Follow up on outstanding support requests and escalate to IT manager when necessary • Experience in dealing with external suppliers and vendors • Take responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.