Position: IT Support Analyst | Technical Support
Category: Support
English level: fluent
Years of experience: 1


Currently working as IT Service Desk Analyst providing 1st and 2nd line technical support

• Administrating and providing general user access and management in Active Directory
• Providing hardware, software, network problem diagnosis and resolution through calls, ticketing system, emails and IT chat
Installation and configuration of software
• Responsible for troubleshooting and resolving issues with users' application
• Resolve tickets within agreed SLA of ticket volume and time
• Using Incident Tracking System to document and manage problems and work requests and their perspective resolutions and workarounds
• Guide the user through the problem-solving process and educate them on how to resolve future problems if possible

Knowledge: Active Directory, VPN(Anira,Juniper), onboarding/off-boarding, Citrix Workspace, MECM, Service-Now, Ivanti, Intune, snow, Office 365, TCP/IP, DNS, HTML, OneDrive, SSL, Adaxes, Service-Now, VPN, HTTP/HTTPS, SSCM/MECM, Microsoft Intune