Dipendra Bhusal

IT Support Engineer (Trainee) @Fortray Global Service Limited

London, GB

Key Responsibilities: • Supporting Windows 10, Windows Server, Active Directory, Office 365, Microsoft Office, Microsoft Teams, SharePoint Online, OneDrive, and other Business Applications for multiple customers. • Prioritizing and categorizing Incidents and Requests.• Provide 1st and 2nd line support as part of the Service Desk to assist with the speedy resolution of issues raised Improvements and automation opportunities.• Proactively managing ITSM ticket queues, identifying knowledge gaps, process Ensuring all tickets are updated to the correct standard and that the customer’s expectations have been set accordingly.• Resolving basic network connectivity problems.• Direct unresolved issues to the next level of support personnel• Managing helpdesk tickets through resolution and meeting SLAs• Plan and implement IT change requirements as per the change process. • Support end users with any issues arising with SharePoint and One-Drive • installation, configuration, and day-to-day support of software and applications• Installing and Configuring Windows, Printers at the customer locations and providing remote support.• Provide Technical Support to - Desktops, Laptops, and Mobile devices users.• Manage Antivirus products, McAfee, Sophos, and Windows Defender. • Dealing with Ticket resolution and making customers fully aware of their status.• Managing Windows server support / Administration. Setting up new users, access rights, and passwords. • Perform Software and Hardware Troubleshooting. • Configuring and Managing the Active Directory, Group Policy, DNS, and DHCP services • Monitor PC, Laptops, and Network performance with different tools.• Responsible for managing the creation, updating, and removal of content on Customer Share Point, as well as overseeing user rights through O365• Support onsite teams when an engineer is on annual leave / absent.

Tribhuvan University

Bachelor's degree