Position: Senior Service Desk IT Analyst
Category: Support
English level: upper
Years of experience: 4

I consider my main achievement in this position to be the couching of 5 employees on a tight schedule to organize a new support line during the migration of the IT infrastructure.
Before the promotion, I had been the top support analyst for 2 years in a row.
Customer service specialist with customer service and support skills. Able to respond to customer complaints and find solutions, manage customer inquiries. Hard-working and straightforward person, quick and willing to learn, with excellent listening and understanding skills. I am a quick learner and can easily research and find what I need to learn and do to complete a task.  
  
I have worked in International Oil&Gas (over 5000 employees) company as IT Service Desk Support Analyst with internal users and was responsible for:

- Daily support for internal/external customers around the world
- ITSM Marval/ServiceNow: recording and resolving/escalating incidents and inquiries
- Handling customer complaints by phone, email, or communicator
- Collaborate with IT Security, L2, Account Management, Document Control, Portfolio, End Users Computing teams to continuously improve internal and external processes
- MS Office 365 applications setup and support;
- user data/settings backup/restore, migration;
- OS, network, applications support and troubleshooting;
- maintenance and troubleshooting user’s desktops, laptops, and periphery devices;
- AD accounts/groups creation 
- Accounts Management 
- Updating self-help documents to add to the knowledge base, creating internal process manuals
- Maintain and regularly update spreadsheets and reports