Anjaly Krishnan

IT Service Desk Analyst @Aspire Housing

Stoke-On-Trent, GB

Provided first-line support on the IT Service Desk, efficiently logging and resolving calls.• Managed and monitored call queues, prioritizing based on impact and severity, and agreed on timescales with customers.• Promoted self-help through the helpdesk self-service portal, and maintained user guides.• Managed the on boarding and off boarding processes for starters and leavers in compliance with IS security policies.• Delivered IT inductions to new starters.• Understood group systems, their functionalities, common issues, and basic administration.• Managed IT assets, ensuring accurate tracking and compliance with procedures.• Escalated calls to second-line support and identified training needs where necessary.• Built effective relationships with colleagues and kept customers updated on all open cases.• Conducted daily and weekly system checks and assisted in disaster recovery scenarios.