Amir Baksh

Highly skilled and resourceful EUC Support Engineer with a mature and professional approach. Possesses extensive systems knowledge and strong analytical problem-solving abilities. Committed to delivering exceptional technical support and outstanding customer service, consistently performing effectively under pressure.

EUC Support Engineer at Howden Group Holdings (2023-03 – Present)

• 1st - 2nd line Desktop Support and remote support to all global office personnel 5000+
• VIP user support to senior management 200+
• Managing tickets via service management tool ITSM
• Advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Supporting IT Support Manager and escalating support issues to Head of IT where necessary
• Mobile device support (Apple/Android)
• Active Directory Users and Computer administration
• Windows 7x/10 support
• MAC OS X support
• Participate in ad-hoc support requests, Desk moves, Desk side support
• Traveling to regional office locations to conduct desktop support tasks inc, break fix and new joiner setups
• Acting as a Major Incident owner during a reported MI (following the documented MI process)

IT Support Analyst at Department for Culture Media and Sport (DCMS) (2022-06 – 2023-03)

Contracted Role

• Maintain a customer focused approach at all times with the Business, this included Ministers, Personal Assistants, and Support staff
• Provided IT Support for The London Bridge Operation
• Create and manage user accounts, licensing and configuration (OKTA)
• Configure and manage MDM services (Workspace One)

IT Support Analyst at The Institution of Structural Engineers (2022-01 – 2022-05)

• Maintaining IT helpdesk daily. Including grading tickets to SLA's, efficiently responding to, and resolving 1st and 2nd issues, escalating as required to 3rd line
• Proactively communicate progress to users, the IT Systems Administrator and the Operational IT Systems Manager
• Improving the helpdesk experience, streamlining the processes and introducing automation of 1st line duties
• Troubleshoot issues with workstations, printers, VoIP phones, staff applications and Audio-Visual equipment

Service Desk Analyst at Baringa Partners (2021-06 – 2021-12)

• Maintain a customer focused approach at all times with the Business, this included Directors, Partners, EAs and Support staff
• Providing support for a wide range of applications and services
• Daily support checks, ensuring all office and meeting room equipment is operational and providing support to users when necessary

Service Desk Analyst at Jupiter Asset Management (2018-05 – 2021-03)

• Maintain a customer focused approach at all times with the Business, this included Board members, EXCO, Fund Managers and Support staff
• Knowledge of Bloomberg, Aladdin and Thomas Reuters applications
• Support in 3rd party applications: JPM, Bankline, SS&C, HSBC Icon, Ethos(Print management), Croft Communications (Telecommunications)
• Complete administrative tasks across multiple systems (Exchange and O365)
• Follow processes, procedures and guidelines set out by the Service Desk Manager that are compliant with auditing standards
• Identify improvements to existing working methods and make proposals to Service Desk Manager
• Work in an ITIL based work environment – using Service Manager, looking at risk management and ensuring business continuity
• Support business remotely through lockdown period using multiple tools such as ZOOM, Microsoft Teams, Team Viewer and Skype

BA in Game Cultures – London South Bank University, City Of London (2012-09 – 2015-05)

Master's Degree in Computer Games Technology – City University, City of London (2015-09 – 2016-05)