Experience

IT Service Desk Analyst

Experience

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• Started as a Junior IT Service Desk Analyst with responsibilities in taking password reset calls, triaging/completing a range of request tickets adhering to SLA’s. Within 6 months I was promoted to IT Service Desk Analyst.
• Provide remote first-line technical support in a fast-paced environment with a user base of 50,000+.
• Dealing with user response to phishing campaigns and educating users on best security practices as a result of this.
• Provide out of hours emergency on-call incident response support.
• Triage, diagnose, troubleshoot and fix IT issues. This includes a range of applications/issues, both clinical and non-clinical. This includes but is not limited to: Microsoft Office 2003 - 2019; O365; MFA; BitLocker; Cisco iDesk VPN, Printers.
• Escalate issues to second or third-line teams where appropriate. Ensure tickets are thoroughly detailed with troubleshooting steps, fault information (including error codes, screenshots etc.) and contact information.
• Use ServiceNow ticketing system to log, track and manage Incidents and Requests.
• Create and maintain KB articles shared to the Knowledge Base.
• Provide training and mentorship to Junior members of the team.
• Secure compromised user accounts that have been flagged in AAD.
• Administration of accounts and security groups within Active Directory (AD).
• Practical working knowledge of Azure Active Directory (AAD).
• Support with both On-Prem and Cloud based infrastructure/applications.
• Software deployments via SCCM and manual installations.
• Support the rollout of MFA Trust-wide.
• Manage technical escalations in an efficient manner with prompt communication between both management and end-user.
• Support the migration of user accounts from XP to Windows 10, and the issues that subsequently arise (Network drive issues, profile path issues, critical clinical app errors).
• Provide on-going testing and issue resolution support with projects such as the Royal Brompton and Harefield Hospitals merger.
• Liaise with third-parties and suppliers (SCC) to replace hardware.