Jesse Bonsu

Service Desk Technical Analyst @CGI

Manchester, GB

As a Service Desk Analyst, I provide first-line technical support to end users, resolving a wide range of IT issues efficiently and professionally. My key responsibilities include:Providing remote and phone-based support for system, software, hardware, and network issuesLogging and managing tickets using ServiceNow, ensuring timely resolution and documentationTroubleshooting Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and VPN accessManaging user accounts and permissions via Active DirectoryInstalling and supporting third-party and in-house applicationsSupporting hardware and peripherals (printers, laptops, mobile devices)Handling connectivity issues, including Wi-Fi and VPNDelivering clear, user-friendly support with a focus on customer satisfactionEscalating complex incidents and collaborating with technical teamsIdentifying recurring issues and contributing to internal knowledge basesI’m passionate about delivering excellent support and driving continuous improvements in IT services.

Bradford College

Level 2 IT, Computer Systems Networking and Telecommunications

The Manchester Metropolitan University

Bachelor's degree, cyber security

Calderdale College

Higher National Extended Diploma, Computer Systems Networking and Telecommunications