Adegbola Adeleye
Service Desk Analyst @NatWest Group
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WORK HISTORY
Service Desk Analyst @NatWest Group
Castle Donington, GB
Responding to and resolving user requests for technical assistance via chat and calls, to be logged on ITSM tool (ServiceNow) and re-assigned appropriately by escalating issues to higher-level technical support or other departments as recommended.• Diagnosing and troubleshooting hardware and software issues on desktops, laptops, printers, and other peripherals either through remote access or providing guidance to resolve the issue.• Maintained secure access for global employees through Active Directory, enhancing authentication and data integrity.• Participating in security awareness campaigns and policy initiatives, reducing vulnerability risks and improving organizational security posture.• Achieved 50% efficiency improvement by designing innovative ServiceNow ticket templates, streamlining incident response and mitigating potential security threats.• Consistently surpassed KPIs, with high FPOC resolution rates and Net Promoter Scores, reflecting superior operational and customer service performance.• Contributed to business continuity projects, fortifying systems against cyber threats and operational disruptions.
EDUCATION
University of Lagos
Master's degree
Masterschool
Cyber Security
University of Lagos
Bachelor of Science (BSc)
ABOUT ADEGBOLA ADELEYE
I am a Security Consultant with over a decade of experience across IT operations and…
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