Jay Pandya
Service Desk Analyst @Fully Managed By Telus Business
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WORK HISTORY
Service Desk Analyst @Fully Managed By Telus Business
As a Service Desk Analyst, I have been responsible for providing Tier 1 technical support to our clients, resolving technical issues related to servers, applications, networking, backups, security, and other IT-related concerns. I have also escalated complex issues to Tier 2 technical support as necessary. In this role, I have successfully provided remote support and followed standardized operating procedures to ensure efficient and effective resolution of issues. Additionally, I have created new procedures for newly identified resolutions, resulting in increased productivity and better customer satisfaction. I have maintained accurate documentation of client networks, resolved issues, and client information, ensuring that all relevant information is up-to-date and easily accessible. I have also communicated ticket status and updates directly to clients, providing technical support to the organization\'s internal users of computer applications and hardware, including PCs, servers, and Line of Business applications. Furthermore, I have participated in team and company huddles to help ensure the success of the team and the organization. I have tracked time and submitted timesheets for work completed, ensuring accurate and timely billing. Skills: In my role as a Service Desk Analyst, I have honed my technical support skills, as well as my expertise in Service Desk operations. I have experience with Active Directory, Microsoft Exchange, and Microsoft SQL Server, which has allowed me to efficiently provide technical support to our clients.
EDUCATION
Centennial College
Software engineering technician
ABOUT JAY PANDYA
Since June 2022, I have been working as a Service Desk Analyst at Fully Managed by TELUS Business, providing Tier 1 technical support to clients, resolving issues related to servers, applications, networking, backups, and security. I have demonstrated my proficiency in service desk operations, Active Directory, Microsoft Exchange, as well as my strong problem-solving and communication skills. I am eager to apply my knowledge and skills to the software development industry and contribute to innovative and impactful projects.
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