IT Service Desk Analyst with over 3 years of hands-on experience including the following:
- Providing first-line technical support to global users across diverse environments.
- Proven expertise in i----------- and request management, troubleshooting hardware, software, and network issues, and delivering high-quality customer service via phone, email, and chat.
- Experienced in using ITSM tools such as ServiceNow and Ivanti, with strong skills in ticket logging, triage, escalation, and SLA compliance.
- Well-versed in user account management using Active Directory, Azure AD, and Office 365, as well as common IT support tasks including password resets, access provisioning, application support, and printer setup.
- Recognized for clear communication, thorough documentation, and collaboration with 2nd and 3rd level support teams to ensure timely issue resolution.
- ITIL v4 certified, with a strong service-oriented mindset and a continuous improvement approach to knowledge base documentation and support processes.
