Joseph Lefor Lefor
Service Desk Analyst @CDW
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WORK HISTORY
Service Desk Analyst @CDW
Peterborough, GB
This position serves as the primary point of contact for customers, ensuring the logging and comprehensive management of all IT related incidents and requests to resolution within the agreed SLA. Key responsibilities include:• Provided 1st Line technical support for Wintel/Retail and hardware-related incidents, ensuring timely issue resolution.• Managed incidents and requests via ServiceNow ITSM, ISM, ITBM, and Touchpoint, adhering to SLAs.• Utilised and leveraged my technical certifications (ServiceNow CSA, ServiceNow SDA, ITIL Foundation 4, AZ900, MS900) to deliver efficient service.• Delivered support for Microsoft OS, Office 365, networking software, and mobile devices (MDM management).• Actively followed ITIL best practices to ensure seamless service delivery and customer satisfaction.• Escalated unresolved incidents to appropriate resolver groups and contributed to Knowledge Base updates for quicker issue resolution.• Administered Active Directory user accounts, resolving access issues and managing Azure/Microsoft Entra ID and Intune configurations.• Supported application services for vendors including NetApp, Cisco, Microsoft, HPE, and Oracle.• Managed asset database and updated ServiceNow customizations and integrations for system efficiency.Key Achievements:• Achieved >60% First Time Fix resolution rate.• Improved incident resolution efficiency by contributing to the Knowledge Base.• Successfully integrated and automated ServiceNow processes with other systems.
EDUCATION
Anglia Ruskin University
Master's degree, International Business
Catholic University of Cameroon
Bachelor of Science - BS, Banking and Finance
ABOUT JOSEPH LEFOR LEFOR
I am a highly organized and motivated IT Systems Administrator with proficiency in the ITIL Framework, ticketing systems, remote support tools, virtualization, Windows OS, Linux OS, cloud computing, cybersecurity awareness, customer service, application support systems, incident management, troubleshooting, and problem-solving. I have extensive experience using tools such as RDP, Citrix, ServiceNow, ISM, PowerBI, SAP, EPS, ASTRA, Trello, and Microsoft tools like Excel, SharePoint, OneDrive, and Outlook. Additionally, I possess Service Desk Analyst skills with expertise in Desktop Support, Networking, and Server Administration. I have always been passionate about resolving technical issues, whether for personal use or as part of my professional responsibilities in the workplaceCERTIFICATIONS• MS900 Certificate 30/05/2025 (current)• Servicenow Certified Application Developer (CAD) 30/01/2024 (most current)• Servicenow Certified Systems Administrator (CSA) 10/11/2023 (most current)• Micro Certification Flow Designer 03/01/2024 (most current)
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