Guled K

Experienced IT Support Analyst with 5+ years' experience providing first-line technical support across healthcare, government and property technology environments. Skilled in troubleshooting Windows devices, Microsoft 365, Azure/Entra ID, MFA, password resets, hardware issues and software incidents. Confident managing high-volume support requests through ticketing systems including ServiceNow and Zendesk, prioritising incidents, resolving user issues remotely and providing clear communication to end users.

Experienced supporting critical services and handling sensitive information in regulated environments. Immediately available and open to temporary, contract and permanent IT support opportunities, including hybrid and remote roles.

IT Support Analyst at Atos (Client: DEFRA) (2025-06 – 2026-06)

• Provided first-line technical support to government users through a busy IT service desk environment.
• Logged, categorised and managed incidents using ServiceNow, ensuring tickets were accurately recorded and progressed.
• Supported users with Microsoft 365, Windows devices, MFA issues, password resets and account access problems.
• Assisted with Azure/Entra ID user administration and access-related issues.
• Provided remote troubleshooting using LogMeIn and other remote support tools.
• Supported hardware, software and connectivity issues while following ITIL-based processes.
• Escalated complex incidents appropriately while maintaining ownership of user issues.
• Handled sensitive user information in line with security and data protection requirements.

Help Desk Advisor at Dwellant (2024-06 – 2025-05)

• Delivered technical and application support for property management software users.
• Managed incoming support requests through Zendesk, ensuring accurate ticket updates and timely resolutions.
• Investigated user issues, provided guidance and escalated technical problems where required.
• Supported customers via email and remote assistance tools.
• Maintained detailed records of incidents, troubleshooting steps and resolutions.

1st Line Support Analyst at EMIS Health (2020-02 – 2024-03)

• Provided first-line IT support for healthcare customers using pharmacy and clinical software solutions.
• Troubleshot software, hardware and user access issues remotely.
• Supported Windows environments, desktop applications and peripheral devices.
• Managed incidents through ServiceNow, maintaining accurate documentation.
• Assisted users with account issues, system access and technical queries.
• Worked with confidential NHS-related data while following strict GDPR requirements.
• Used SQL querying to assist with investigation and resolution of technical issues.

Volunteer Administrator at Somali Youth Helpline Charity

• Provided administrative support including data management, communication and record keeping.
• Assisted with confidential information handling and general IT support.