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senior service desk analyst

  • Queue Management.
  • Creation, Deletion and maintenance of Active Directory groups and User Accounts.
  • Troubleshooting and resolution of user Incidents and requests.
  • Creation of Power Shell tools and scripts for Team use.
  • Troubleshooting SCCM 2012 and Application Deployment issues.
  • Assistance and training to other team members as required.
  • The Creation, Deletion and management of Mailboxes and Distribution lists in Exchange 2010.
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service desk analyst

  • Provides comprehensive diagnosis and troubleshooting of IT-related issues through various enterprise-level tools, and determines potential outages
  • Designated as Service Desk Team OIC 
  • Designated as Lotus Notes, Lotus Sametime, and Blackberry Single Point of Contact (SPOC)
  • • Managing ID assignment and hierarchies in Client identity portal. 
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sr. service desk analyst

  • Served as a Sr. Analyst for our major Enterprise Applications such as Caseware, DOTT and other enterprise LOB applications. 
  • Functioned as a Technical leader and trainer to our Jr. Analysts on the Service Desk. Helped to establish our Service Desk knowledge base, and the Service Desk service we utilize today. 
  • Participated in and led extensive customer service trainings. 
  • • De­provision all internal and client IDs upon employee termination. 
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service desk analyst

  • • Submit support tickets and communicate with client and operations on all system access issue.
  •  • Update reporting dimension tables for back dated changes (supervisor moves, title change, termination, etc.)
  •  • Coordinate on client outages by attending triage call and coordinating with operations 
  • • Reset password for client and internal systems. 
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service desk analyst

  • Providing first level of support through taking calls to end users on various technical problems relating to hardware, software and peripherals
  • Provide support by diagnosing, evaluating and resolving technical issues, or when to escalate or route them to appropriate IT support team
  • Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA
  • • Other task/s that is/are innately included in the position that the immediate head may assign from time to time.