Favour Praise
IT HelpDesk Specialist
Summary
Experienced and customer-focused IT Help Desk Specialist/Analyst with a proven track record in incident management, technical support, and service delivery. A customer-centric professional dedicated to driving results through a commitment to continuous improvement and staying abreast of emerging technologies using adequate tools and softwares.
Overview
8
8
years of professional experience
Work History
IT Helpdesk Specialist
Business Full Spectrum
2023.08 - Current
- Spearheaded incident management and request resolution using ServiceNow, ensuring swift response and effective troubleshooting.
- Conducted comprehensive training sessions for end-users on system functionalities, contributing to increased user proficiency.
- Played a key role in trouble-shooting technical issues, consistently achieving high customer satisfaction ratings.
- Implemented knowledge management strategies, enhancing the team's collective understanding and improving issue resolution times.
- Actively contributed to reporting and analytics processes, providing valuable insights for continuous service improvement.
IT Support Analyst
Prozi Global Services
2017.11 - 2023.11
- Provided top-notch technical support using FreshDesk, managing a high volume of support tickets and exceeding service level agreements.
- Led incident management efforts, consistently meeting or exceeding performance metrics.
- Collaborated with cross-functional teams to streamline request management processes, resulting in a 35% reduction in resolution times.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Facilitated training sessions for new team members, ensuring a smooth onboarding process.
- Worked successfully with diverse group of teams to accomplish goals and address issues related to our products and services.
Help Desk Technician
355 Central Hospitality
2015.11 - 2017.11
- Delivered excellent customer service by promptly addressing user issues and providing effective solutions.
- Contributed to the implementation and optimization of knowledge management systems, fostering a collaborative and informed work environment.
- Utilized reporting and analytics tools to generate actionable insights, leading to process improvements.
- Ensured the successful resolution of technical issues through efficient incident management.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Education
Level 7 Diploma - Strategic Management And Leadership
University of Stirling
Stirling, Scotland 2022-08
Bachelor of Science - Economics
Tansian University
Anambra, Nigeria2015-07
Skills
- Technical Skills: ServiceNow
FreshDesk
Incident Management
Trouble-shooting
Request Management
- Soft Skills: Customer Service
Training
Knowledge Management
Reporting and Analytics
Project Planning
Timeline
IT Helpdesk Specialist
Business Full Spectrum
2023.08 - Current
IT Support Analyst
Prozi Global Services
2017.11 - 2023.11
Help Desk Technician
355 Central Hospitality
2015.11 - 2017.11
Level 7 Diploma - Strategic Management And Leadership
University of Stirling
Bachelor of Science - Economics
Tansian University
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