Aliza Fatima

IT Service Desk Engineer @Bonhams

London, GB

IT Service Desk Engineer (Level 2)Bonhams – LondonMarch’22 to Now• Delivered advanced technical support for end-users, resolving incidents and fulfilling service requests in alignment with ITIL standards.• Managed and tracked incidents, requests, and changes using ServiceNow, ensuring timely resolution and accurate documentation.• Provided remote and on-site support for hardware, software, and network-related issues across the organization.• Administered user accounts, permissions, and group policies via Active Directory and Microsoft Exchange Admin Center.• Monitored and responded to security alerts using Microsoft Defender, contributing to endpoint protection and threat mitigation.• Handled email security and filtering tasks through Mimecast, ensuring compliance and minimizing spam/phishing risks.• Collaborated with cross-functional IT teams to troubleshoot complex issues and escalate when necessary.• Created and maintained knowledge base articles and SOPs to streamline support processes and improve first-time resolution rates.• Ensured consistent service delivery and contributed to continuous improvement initiatives within the IT Service Management framework.