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service desk analyst

  • support users in EMEA region
  • local office support
  • preparing computers for new users
  • troubleshooting network issues
  • using Service Now ticketing tool
  • creating and managing AD objects
  • remote user support (Teamviewer, RDP)

service desk analyst

  • Incident creation/Categorization/Prioritization 
  • Provide first level resolutions 
  • RACF Administration (Mainframe) 
  • LDAP / Active Directory Account Administration 
  • Tivoli/TAM Account Administration 
  • Cisco VPN Support 
  • Search for exact error in KB via Service Now for resolution. 

service desk analyst

  • Resolve customer issues via phone and email.
  • To ensure all calls are logged accurately and categorized correctly with all revelant information
  • To ensure that operational level agreement and service level agreement are adhered at all times
  •  • Provisioning of IDs in all internal systems (PBX, Reporting, Dashboard and CRM. 

service desk analyst

  • Functioned as first level support for our entire firm, for any and all IT related incidents and requests. 
  • Received extensive customer service training and high customer satisfaction expectations and results. 
  • Frequently was the service desk employee of the month. High CSAT, new activity and resolutions. 
  • Very motivated, driven and was promoted to a L2 Service Desk Analyst, and eventually a Systems Engineer all within a few years. 

senior service desk analyst

  • Provide excellent first of point contact technical support on the phone and Email to University Health Care Clients including doctors, nurses, Medical Students, Residents, Clinical Fellows, and Medical Clerks for all locations(Toronto General Hospital, Toronto Western Hospital, Princess Margret Hospital, Toronto Rehab, West Park, St. John’s and clinics).
  • Assist the clients with day-to-day technical issues and software installation as Outlook 2013 and Higher, VPN – Cisco AnyConnect, Citrix, RDP, internet explorer 9 and higher, and Office365.
  • Mobile Phone Setup with Office365 (Android, IOS, and Blackberry).
  • Preform password resets for hospitals applications and phones.
  • Configuring MS outlook 2010 and higher, Repairing, and creating repairing PST. Outlook files.
  • Set-up, Troubleshoot, and Repair local and network printers.
  • Support end users in their use of MDM (mobile device management) and cellphones.