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It Service Desk Analyst Resume

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SA

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SUMMARY:

Solution - minded with one year customer support, service and technical support through analysis and problem resolving to enable installation, maintenance,, implementation and documentation of a variety of software and hardware technologies using remote communication or through phone to the client or the end user.

AREAS OF EXPERTISE:

  • Hardware / Software Installation & Upgrades
  • Issue Tracking & Documentation
  • Configuration Implementation & Management
  • Customer Service & Satisfaction
  • Troubleshooting & Problem Resolution
  • User & Support

TECHNICAL PROFICIENCIES:

Platforms: Windows 7/XP, Windows 10, Mobile Device, OS set-up, networking, and printing

Tools: Active Directory, Microsoft Office Suite 2010/2016 (Word, Excel, PowerPoint, Access, Outlook), Trend Micro Antivirus, File compression tools (Winzip/WinRar)

Networking: LAN, VPN, Cisco routers, security, firewalls, remote access

PROFESSIONAL EXPERIENCE

Confidential, SA

IT SERVICE DESK ANALYST

Responsibilities:

  • Quickly addressed and resolved technical problems to ensure uninterrupted workflow.
  • Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas
  • Strong computer skills and proficient knowledge of MS Office products
  • Work with the rest of the team to identify new areas for problem prevention and continual improvement
  • Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
  • Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail
  • Maintain working knowledge of the latest company technology to provide support
  • Troubleshoot hardware problems (printers/desktops/Point of Sales (POS) hardware/network); provide support to requests remotely and also at the internal customers workplace
  • Ability to work on multiple concurrent tasks
  • Strong Teamwork and communication / information sharing

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