IT Helpdesk Analyst
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Experienced IT Analyst with over 6 years of progressive experience. Adept at analysing and resolving complex technical issues, optimizing IT operations, and ensuring seamless technology infrastructure. Known for utilizing advanced IT service management practices and a proactive approach to maintain IT governance and enhance user experience.
Proficient in delivering 1st-line support, troubleshooting in-house IT problems, and collaborating with core support teams to resolve escalated issues. Committed to upholding the highest standards of incident management and ensuring business continuity.
Line 2 Support Analyst, Chevron Limited, 2 chevron Drive Lekki, Nigeria.
(Dec 2022 – Oct 2023)
Analystt and resolve complex technical issues, and identify opportunities for improvement.
Use Chevron's IT Service Management App to address staff issues, ensuring IT governance.
Deliver 1st-line support, troubleshooting in-house IT problems (laptops, PCs, printers).
Escalate unresolved issues to core support teams, following incident management procedures.
Log IT service faults in ITSM, prioritizing business continuity at Chevron NMA operations.
Administer Chevron's IT platform apps, emphasizing Microsoft Endpoint Manager Admin (Azure) and virtualization Achievements:
Reduced IT downtime by 20%, saving valuable time and enhancing productivity.
Developed IT security, reducing the number of cybersecurity incidents by 25%.
Enhanced system efficiency, leading to a 25% reduction in response time for user inquiries.
Higher National Diploma in Computer Science.
2014.
Grand 2.2
