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
08.2023 - 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
11.2017 - 11.2023
- 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
11.2015 - 11.2017
- 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 08-2022
Bachelor of Science - Economics
Tansian University
Anambra, Nigeria07-2015
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
08.2023 - Current
IT Support Analyst
Prozi Global Services
11.2017 - 11.2023
Help Desk Technician
355 Central Hospitality
11.2015 - 11.2017
Level 7 Diploma - Strategic Management And Leadership
University of Stirling
Bachelor of Science - Economics
Tansian University
Similar Profiles
Cheyenne WardCheyenne Ward
Licensed Massage Therapist at Business Owner, Full Spectrum Health & WellnessLicensed Massage Therapist at Business Owner, Full Spectrum Health & Wellness
Shikha AryaShikha Arya
Youtube Script Writer at Full Spectrum, IndiaYoutube Script Writer at Full Spectrum, India
Donald "Stewart" BrownDonald "Stewart" Brown
RBT at Full Spectrum Behavior AnalysisRBT at Full Spectrum Behavior Analysis