Service Desk Analyst - Part-Eme: Foresters Financial April 2022 – November 2022
- Provided First-Level Support: As a Service Desk Analyst, I was the ini$al point of contact for all IT-
related issues and requests within the organiza$on. I efficiently resolved or escalated incidents and service requests while ensuring excellent customer service.
- Technical Troubleshoo$ng: Conducted in-depth technical troubleshoo$ng of hardware and so9ware issues reported by employees. This included diagnosing and resolving problems related to desktops,
laptops, printers, phones, and so9ware applica$ons.
- Incident Management: U$lized IT service management (ITSM) tools to log, track, and manage incidents and service requests. Ensured that all $ckets were properly documented, categorized, and priori$zed based on severity and impact.
- User Training and Guidance: Assisted users in understanding and effec$vely using various so9ware applica$ons and IT resources. Provided training and created user-friendly documenta$on to improve self-service capabili$es.
- Remote Support: Offered remote assistance to geographically dispersed employees, resolving issues via phone, email, or remote desktop tools. Maintained a high level of customer sa$sfac$on by addressing problems promptly.
- Collabora$on with IT Teams: Collaborated closely with other IT teams, such as network administrators and system administrators, to escalate and resolve complex issues and implement infrastructure improvements.
- IT Documenta$on: Maintained and updated documenta$on related to common IT procedures,
troubleshoo$ng steps, and frequently asked ques$ons, making it easier for both users and IT staff to find solu$ons.
- Emergency Response: Acted as part of the IT emergency response team, ensuring minimal down$me during cri$cal IT incidents or disasters.
