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21

service desk analyst

  • Level1engineer for the desk operating on issues related to user accounts in Active Directory for internal HP & Client applications.
  • Handling e‐mails related to technical and non‐technical issues and giving immediate response and resolution to the customer via e‐mails, Skype or outbound calls.
  • Handling multiple live chats simultaneously related to technical and non‐technical issues and resolving it or raising to appropriate team on real time for resolution.
  • Ensure the highest level of communication with the customer and meeting our contractual Service Level Agreement (SLA) by providing regular updates with respect to progress of each incident and quickly providing high quality, creative and timely solutions in a professional manner while demonstrating the highest level of customer service.
22

service desk analyst

  • As a tertiary graduate, I was contracted at St John Ambulance providing general IT support to various in house applications, as well as 1st level and 2nd level ePCR/iPad Support for on-road paramedics.
  • Maintaining, completing and monitoring Asset Management database for all hardware on-site.
  • Incident/request logging and escalation via CA Service Desk Manager.
  • Providing 1st level support for ePCR (electronic patient care record) and iPad support for on-road Paramedics.
  • PC deployment across the head office, and imaging via KACE deployment tools.
  • Knowledgeable in iOS operating systems (Airwatch Management Console, general iPad troubleshooting).
23

service desk analyst

  • Provide support to internal employees with various type of request and reports.
  • Assist on 4 different channels with different type of issues and process – Voice support, Email Support, Chat support and Self Service ticket support.
  • Perform administrator task ex. doing backlog (aging and idle ticket) , send out report of team workaround of the ticket recreation
  • Provide process training for new trainees.
24

service desk analyst

  • Was deployed on contract with WIPRO Technologies for an Australian client
  • Work closely with team members to meet and exceed all customer service requirements.
  • Follow up with clients to ensure optimal customer satisfaction.
  • Canister audits/recalls 
25

service desk analyst

  • Worked in End User Services. 
  • Worked on Incident logging tools like BMC Remedy.
  • Co-ordination with Incident Manager for resolution of High Priority cases and tracking the Incident throughout its lifecycle.
  • Trained in IBM Global Delivery Framework and implemented in project