Ibtisam Ali
IT Service Desk Analyst @Lloyds Banking Group
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WORK HISTORY
IT Service Desk Analyst @Lloyds Banking Group
Leeds, GB
Provide IT support to colleagues within an established enterprise organisation, operating in a high-volume service desk environment and supporting incidents and requests via phone, Microsoft Teams, and chats through ServiceNow- Support a broad range of technologies including Windows and macOS endpoints, Microsoft 365 services, Azure Virtual Desktop, shared drives, and network connectivity, ensuring timely and effective resolution of user issues- Troubleshoot access and authentication issues across Active Directory and Microsoft Entra ID, including account access problems, MFA failures, VPN connectivity issues, and general application access errors- Investigate and resolve security-related incidents such as MFA enrolment issues, authentication failures, BitLocker-related queries, following defined security processes- Act as part of a small specialist group responsible for handling VPN incidents, serving as a key point of contact for complex VPN access issues and liaising with specialist teams to identify root causes, agree resolutions, and improve knowledge coverage- Use platforms such as Azure Portal, Exchange Admin Centre, CyberArk, OIM, QARS, and JAMF to support access, authentication, and endpoint-related tasks- Maintain clear and accurate documentation within ServiceNow, contributing to knowledge articles and ensuring effective collaboration and continuity of support across the service desk.
EDUCATION
Dixons City Academy
A Level, Information Technology, Maths, Sociology
Dixons Trinity Academy
GCSE, Computer Science, Maths, English Lit and Lang, RE, History, Physics, Chemistry, Biology, Spanish
IT Career Switch
IT Technician Traineeship
ABOUT IBTISAM ALI
IT support professional with over two years’ experience in a high-volume, enterprise service desk environment within a large, regulated organisation. Experienced in supporting internal colleagues and contractors across user access and authentication, Windows and macOS systems, Microsoft 365 applications, network connectivity, VPN access, and security-related incidents. Takes a structured, investigative approach to incident resolution, applying technical knowledge and systematic troubleshooting to identify root causes and deliver effective outcomes, while maintaining clear, detailed documentation and communication. Comfortable working at pace in a collaborative support environment, with a growing interest in security fundamentals and currently studying towards the CompTIA Security+ certification.
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