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Steven
Service Desk Analyst
Currículo em vídeo
Contato
Competências
Demonstrated experience with Microsoft 365 Support.
Demonstrated experience with Active Directory.
Demonstrated experience with Exchange Admin Center.
Demonstrated experience with Hardware/Software Troubleshooting.
Demonstrated experience with Desktop/Network Support.
Formação acadêmica
Idiomas
Resumo
Service Desk Analyst open to new opportunities
Experiência
Service Desk Analyst L1
IT Service Desk Professional with extensive experience in delivering high-quality technical support for over 7 years of experience as a Service Desk Analyst, specializing in Level 1 support. Proven track record of managing escalations effectively, enhancing service efficiency, and consistently meeting service level agreements. Skilled in using ServiceNow and Microsoft 365 to resolve complex issues down to software and hardware and support end-users effectively
Service Desk Analyst
Supported remote users with Windows email and network access issues.. Logged, prioritized, and categorized tickets in Fujitsu service management tools.. Escalated complex incidents to support teams and tracked resolution progress.. Helped users with password resets, account access, and Active Directory tasks.. Followed service desk procedures, SLA targets, and quality standards.. Delivered first-level technical support for IT-related customer issues.. Identified incident and problem root causes and applied suitable solutions.. Removed and reinstalled basic software, resolved username issues, verified hardware and software setup, resolved network connectivity issues, and corrected email problems.. Helped users install new applications and software updates as needed.. Troubleshot hardware, software, network, and peripheral device issues.. Provided remote support to end users through phone or remote desktop tools when required.. Monitored IT service desk tickets and responded quickly to requests.. Supported less experienced technicians with client issues requiring advanced or specialized expertise.
IT Service Desk
Handled breach tickets and escalations, supporting L1 and L2 troubleshooting for desktop and network issues to resolve user problems efficiently.. Used ServiceNow for ticket logging, tracking, escalation, and resolution; supported Microsoft 365, BitLocker recovery, and OneNote.. Prioritized P3 and higher tickets, tracking case aging and managing backlog cleanup to enhance response time.. Configured and resolved hardware, software, operating system, printer, driver, and laptop issues.. Managed user accounts and distribution lists through Active Directory and Exchange Admin Center; supported users via phone, email, and chat.. Monitored service level agreements for compliance and quality, escalating issues to maintain required service levels and meet customer expectations.
IT Service Desk Analyst
Troubleshot hardware/software issues, managed ServiceNow tickets, and delivered L1/L2 support via phone, chat, and email, enhancing user satisfaction.. Supported Microsoft Office applications and managed user accounts and distribution lists in Active Directory and Exchange Admin Center, ensuring seamless user access.. Provided technical support via phone and email for diverse IT issues.. Diagnosed hardware and software problems using troubleshooting tools and techniques.. Documented support interactions in a ticketing system for future reference.
Associate Software Engineer
Delivered level 2 remote support, diagnosing issues and configuring devices for deployment and data migration under Microsoft Windows Desktop Management.. Developed software applications using Java and Python for client projects.. Collaborated with cross-functional teams to design system architectures.. Conducted code reviews to ensure quality and adherence to standards.
Sales Associate
Delivered personalized customer solutions, leveraged product knowledge to enhance customer experience, and facilitated upselling.. Assisted customers in product selection and provided exceptional service.. Processed transactions using point-of-sale systems efficiently.. Maintained accurate inventory levels through regular stock checks.
Web Sales Associate
Delivered plan and pricing solutions, resolved basic troubleshooting issues.. Assisted customers with product inquiries and service options.. Maintained an organized sales floor and attractive displays.. Processed transactions efficiently using point-of-sale systems.
Habilidades
Transcrição do vídeo
Sale Representative position
Hi my name is Steven Niusa, I'm from Siebu Philippines. I've been with Bayon just 2 for 4 years with different companies. I am looking for a self-representative position because I am the best candidate for this job and I have the skills and the qualities to match the job description. I'm a fast learner which means I can add value to the team quickly and I am commercially aware. Being commercially aware means I can understand, I must do a good job for me to be able to provide an understanding service and do what I can to encourage your customer to use the product and service from time to time. And I would like to know more about the position and the next step of my application. Thank you.