Service Desk Specialist
Current• Provided first-level technical support for over 1,000 users, resolving 90% of issues on first contact. • Managed and prioritized incidents and service requests using ITIL best practices and ticketing systems like Avanti and JIRA. • Diagnosed and resolved hardware, software, network, and account issues, ensuring timely resolution and minimal impact on business operations.• Conducted root cause analysis for recurring issues, contributing to the development of permanent solutions and process improvements.• Maintained detailed documentation of support requests, solutions, and troubleshooting procedures for knowledge base improvement.• Trained and mentored junior analysts, enhancing team capabilities and overall service quality.• Collaborated with IT departments to escalate and resolve complex issues, ensuring alignment with service level agreements (SLAs).• Assisted in the deployment, configuration, and maintenance of computer systems and peripheral devices.• Managed user accounts and access permissions in Active Directory, ensuring compliance with company policies.• Designed and implemented comprehensive Intune solutions for MDM and MAM to secure corporate data and manage devices. • Provided technical support and troubleshooting for Intune-related issues, ensuring minimal downtime and optimal performance.• Conducted training sessions for IT staff and end-users on Intune usage and best practices.• Managed the deployment and configuration of Intune for over [X] devices, ensuring compliance with company policies.• Created detailed documentation and guides for Intune policies, processes, and procedures.• Participated in the design and execution of Intune migration projects, transitioning from legacy systems.• Provided technical support and troubleshooting for AV systems, ensuring minimal downtime and quick issue resolution.• Designed and implemented Microsoft Teams Rooms solutions across multiple conference rooms, enhancing meeting experiences.
