Justine Bisong
Information Technology Support Analyst @BT Group
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WORK HISTORY
Information Technology Support Analyst @BT Group
London, GB
Manage 100+ weekly ITSM tickets using Jira Service Management, applying P1–P4 incident triage, queue routing, and ticket lifecycle management within ITIL-aligned workflows — consistently achieving 95%+ SLA compliance.• Diagnose and resolve hardware, software, and connectivity incidents across Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), and enterprise network environments, escalating to 2nd and 3rd line support as required.• Administer Active Directory — user provisioning, password resets, access permissions, group policy management, and account deprovisioning — ensuring timely and accurate access fulfilment.• Troubleshoot network connectivity issues including TCP/IP, DNS, DHCP, and VPN, coordinating with infrastructure and NOC teams to restore service availability within agreed SLA windows.• Handle 40+ daily multichannel service requests (voice, email, digital portal) in a high-volume telecoms enterprise environment, maintaining consistent first-contact resolution and service continuity.
SKILLS
ABOUT JUSTINE BISONG
IT Support Analyst and ITSM professional with 6+ years delivering SLA-driven service desk operations across enterprise and high-volume environments, including BT Group and Amazon UK. Skilled in Jira Service Management, Microsoft 365, Active Directory, Windows 10/11, and ITIL-aligned incident, problem, and service request management across 1st and 2nd line support.Proven track record of performance under pressure: maintained 95%+ SLA compliance across 100+ weekly ITSM tickets at BT Group, and reduced average ticket ageing by 18% at Kruseider Consulting through structured escalation and prioritisation workflows. Experienced in handling 40–50+ daily service requests across voice, email, and digital channels in fast-paced telecoms and logistics environments.Technical environment: Windows 10/11 endpoint support, Microsoft 365 (Outlook, Teams, SharePoint), Active Directory user provisioning and access management, TCP/IP, DNS, DHCP, VPN troubleshooting, Jira Service Management ticket lifecycle, P1–P4 incident triage, and root cause analysis. Comfortable supporting both on-premise and hybrid cloud environments.Currently expanding into cloud infrastructure with planned Microsoft AZ-900 and ITIL 4 Foundation certifications. Open to 2nd Line IT Support Analyst, Service Desk Engineer, and IT Operations roles with UK enterprise organisations and managed service providers. Let\'s connect if you\'re hiring or want to discuss IT service delivery improvements.
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