Senior Desktop & Helpdesk Support Analyst
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A dedicated and solutions-oriented IT Support Professional with over a decade of experience in delivering high-quality desktop, helpdesk, and end-user computing support. Proven expertise in diagnosing and resolving complex hardware and software issues, managing IT infrastructure, and ensuring minimal disruption to business operations. Adept at leveraging ITIL best practices to improve service delivery, enhance user satisfaction, and meet strict SLA targets.
Core Competencies & Technical Skills:
End-User Support: Incident Management, Request Fulfillment, Problem Resolution, Remote Support (VPN, RDC), Desk-side Support, User Training & Documentation
Operating Systems: Expert in Windows 10/11, support for macOS; proficient with Windows Server environments.
Software & Hardware: Microsoft 365 & Office Suite administration, Active Directory (User Account Management, Group Policy), SCCM/MECM for software deployment and imaging, ticketing systems (ServiceNow, BMC Remedy, Jira), hardware troubleshooting (Dell, Lenovo, HP).
Network & Mobility: Basic network troubleshooting (TCP/IP, DNS, DHCP, LAN/WAN), mobile device support (iOS/Android), printer and peripheral support.
Methodologies: ITIL Foundation (Incident, Problem, Change Management), SLA Management, Knowledge-Centered Service (KCS).
Key Achievements & Responsibilities:
Incident Resolution: Consistently maintained a 95%+ first-contact resolution rate for Level 1/2 incidents and reduced average ticket resolution time by 20% through improved troubleshooting protocols and knowledge base articles.
Project Leadership: Led the Windows 10 migration project for over 2,000 end-users, coordinating with engineering teams to ensure zero data loss and minimal business impact.
Process Improvement: Authored and maintained over 50 technical documentation and knowledge base articles, empowering users with self-service solutions and reducing incoming ticket volume by 15%.
User Satisfaction: Recognized repeatedly for exceptional customer service, achieving a consistent user satisfaction rating of over 98% across all support engagements.
Mentorship: Acted as a point of escalation for junior analysts and provided training and mentorship to new team members, improving overall team efficiency and technical capability.
