Saeed Yassin

I am a highly skilled Service Desk Analyst vast experience in IT Services supporting 1000+ users on a busy Service Desk. I am a skilled trouble shooter, able to delegate and receive tasks at hand to resolve Incidents and Service Requests both efficiently and effectively. I can work independently as well as in a team.

I have a passion for improving processes and resolution of long-term outstanding issues in a Windows 10 / Office 365 environment. I have a high technical skill relating to SCCM and Active Directory. I have a good experience working as a floorwalker providing a fully managed End User Support Service.

I have a good experience working as a Tech Bar Analyst being the public face of IT department and I feel comfortable in dealing with people at all levels to resolve their Hardware/Software issues. I have a good experience using ITSM help desk tools such as ServiceNow, TopDesk and Ivanti Service Manager.

Security Check

Cleared/Active until 2029 (Access to documents classified as secret, or occasional supervised access to top secret files in government or defence organisations)

Senior Service Desk Analyst - Peabody Housing Association

(2024-03 - 2026-10)

Redundancy.

• Troubleshooting across Windows OS, Active Directory, Microsoft 365, hardware, and standard enterprise applications.
• Ability to prioritize and manage workloads in a fast-paced environment.
• Communication with customers to create a great experience.
• Experienced using ServiceNow as a service management tool and constantly contributing into the Knowledgebase for the team. Any new processes learnt are shared with the team.
• Supervising a “Tech Bar” being dedicated and approachable to offer a customer facing IT support and make it a more personalized experience for users. Making the service convenient, one-stop location for employees seeking help with their devices, phones, technology advice, and overall IT needs. Offering training for users including IT Onboarding.

Service Desk Analyst - Atkins – Multinational engineering company

(2020-01 - 2024-03)

• I create new joiners account using O365. Create and assign delegation to users to use shared mailbox.
• I use O365 to set up Out of Office for users. Also, Single sign on – take credentials from AD. I give users access to other resources/mailboxes. I help users with OneDrive syncing issues. Microsoft Teams issues. Using Remote Desktop, I connect to user’s laptops/other devices to resolve all issues remotely. I cover the Service Desk phone lines from 8am-6pm and ensure user’s issues are resolved efficiently over the phone. Logging all incidents and requests via the ticketing system (ServiceNow).
• I set up a laptop and phone for new joiners. Building and loading a profile to a laptop. Configure phones (Apple and Android phones)
• I follow ITIL processes and guidelines. I log 100+ Incidents/Requests using Service Now.
• I prioritise/categorise tickets and assign it in a timely manner. I ensure that all end user’s issues are resolved efficiently and meet the SLA.
• Re-imaging cooperate laptops and configuring work phones (iPhone & android phones)

Service Desk Analyst - Competition and Markets Authority (Civil Service)

(2018-11 - 2019-12)

• Resolving issues related to Skype for Business and Resource Scheduler Software (A booking system in outlook used to book meetings).
• Providing IT (laptops and home users) and telecoms (VOIP, Apple and Android mobile) support both face to face and remotely, in accordance with recognised service delivery principles and agreed delivery targets.
• Logging and resolving Incidents and Service Requests within provided SLA’s, up to over 100 tickets a week
• Training and managing the workload of four junior Service Desk analysts
• Creating a trusting and practical relationship between internal customers
• Organised IT installations in satellite offices (LAN, ISP lines, monitors, desks etc.)
• Maintained and instant setup/training of all new users (Egress/Information Security/SharePoint)
• Reviewed and changed processes regarding new laptops, asset management and new user profiles to reduce discrepancies in recorded assets

Information Systems (Hons) - City University London (2006 - 2010)

Southwark College (2004 - 2006)

Battersea Technology College (2000 - 2002)