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service desk analyst

  • Provide technical phone and email support to over 300 clients, and end users within the company 
  • Create and provision user accounts in Active Directory and Enterprise Applications 
  • Escalate High Priority issues accordingly by collaborating with Administrators, Engineers, and Service Delivery Managers 
  • Create and Send Change NotificationsDowntime NotificationsUptime NotificationsPlanned OutagesEtc… 
  • Tape Operator Ensure daily Backup/Tape process was completed for clients 
  • Create Tapes / Verify the volume pool and media type are correct 
  • Tape audits/recalls 
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service desk analyst

  • Set up, modify and delete user accounts and access rights.
  • Oversee the daily performance of business systems.
  • Manages the Active Directory for requests on resets of passwords, creation and deletion of users account
  • Setting up WebEx sessions for executive meetings
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senior service desk analyst

  • Provide 2nd level technical support and request management for US & UK Projects 
  • Train new-staffs with on the job functions and knowledge base skills
  • Administrative control over clients workstations for installations and troubleshooting purposes
  • Remote-Take-On for real-time support on users machine
  • Trouble shooting for VPN users – WiSE and Network Connect (Client) & Lotus Notes v6
  • Smart Card access control and maintenance for VPN Users
  • Network issue related to ISP, DNS, DHCP and WINS – Sequential Server (SQL) requests
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service desk analyst

  •  Provide support to end users on a variety of issues including PC, network, software/hardware, and application troubleshooting (100+) 
  • Respond to chat support, telephone calls, email, self-service tickets and personnel requests while documenting, tracking, and monitoring the problem to ensure a timely resolution 
  • Handle escalated calls to Level II
  • Escalate Outages/High Priority issues accordingly by collaborating with Administrators, Engineers, and Incident Management 
  • Send out Enterprise Outage Notifications/SENS (updates) to all IT Distribution Lists 
15

service desk analyst

  • Worked as a Service Desk Analyst for MGM International Resorts account. 
  • Troubleshot hardware, software and network operating problems and involved resources to ensure resolution. 
  • Applied understanding and knowledge of information systems, products and services to assist users. 
  • Identified, investigated and researched user questions and problems as well as isolated and resolved information systems problems. 
  • Coordinated referrals to appropriate technical, professional or service personnel. 
  • Received and prioritized issues and forwards using appropriate escalation procedures.