Zeeshan Khan

SOC Service Desk Analyst

Talent

Sheffield, SheffieldMember since 25 March 2025

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About

An enthusiastic and tech-savvy individual with a strong passion for IT and problem-solving. Eager to learn and apply my skills in cybersecurity to real-world challenges. Familiar with Windows Server, Networking, VMware, troubleshooting, and always looking to grow in a dynamic tech environment. Excited to contribute, collaborate, and develop my expertise in the IT industry.

Experience

SOC Service Desk Analyst - Auxilion (Feb 2025 - Present)

Act as the first point of contact for clients, providing technical support across a wide range of hardware, software, and network-related issues in a fast-paced MSP environment.
Manage incidents and service requests via a ticketing system, consistently meeting or exceeding SLA targets and ensuring high first contact resolution rates.
Perform Level 1 diagnostics and troubleshooting for Windows 10/11 desktops, laptops, docking stations, peripherals, and standard desktop applications, escalating e effctively when required.
Administer Active Directory tasks, including user account creation/deletion, password resets, group policy updates, and network drive mappings.
Provide both remote and in-person support for end users, maintaining excellent customer service and clear communication throughout the issue lifecycle.
Utilize tools such as SCCM for software deployment and SolarWinds for proactive server and system monitoring.
Configure and maintain shared mailboxes, distribution groups, and user permissions in collaboration with internal teams and third-party vendors.
Accurately log, update, and close tickets while documenting fixes and technical procedures to contribute to a shared knowledge base.
Ensure customer satisfaction through professional, courteous support and continuous improvement of IT services.

IT Service Desk Analyst - NHS South Yorkshire ICB (Feb 2024 - Aug 2024)

Delivered end-user technical support, managing service requests and incidents via a ticketing system with a high first-time resolution rate.
Administered Active Directory tasks, including password resets, adding/removing users from security groups, user Windows account creation/deletion, Mapping network drives, compromised account investigations, and more.
Oversaw shared mailbox management and email distribution list configurations. • Provided remote/face-to-face software and hardware support for desktops, laptops, printers, scanners, and mobile devices.
Installed and configured software using SCCM.
Monitoring Servers and Devices on SolarWinds & Lansweeper.
Partnered with third-party vendors and internal teams to address and resolve complex technical challenges.
Maintained thorough documentation and ensured seamless IT operations through effective communication and process adherence.

Education

Cyber Security Degree (Sep 2020 - Jul 2023)

Sheffield Hallam University Studied, gained hands-on experience, and conducted Assessments in the following: Windows Server 2022, Active Directory, Group Policy Object (GPO), PowerShell, Python, Virtual machines (VMs), Router and Switch configuration, VMware vSphere, VMware ESXi, VMware vCenter, and Kubernetes.

BTEC Level 3 in IT & Business (Sep 2017 - Jul 2020)

Sheffield Park Academy 6th form

Distinction* Distinction & Distinction*