Rahim Daoud

IT Service Desk Analyst @SSP Group plc

Birmingham, GB

Provided support for hardware, software, and network issues, assisting users via phone, email, and in-person communication. Managed and prioritised service requests, ensuring timely resolutions within agreed Service Level Agreements (SLAs). Troubleshot and resolved technical issues across various systems, applications, and devices, minimising disruptions for users. Escalated complex issues to second line and business system managers support teams when necessary, guaranteeing efficient resolution. Assisted users with software installations, and system configurations to optimise their workflows. Maintained and updated a knowledge base of common issues and solutions, increasing overall efficiency and response time for the team. Ensured customer satisfaction by delivering timely, accurate, and professional support, both remotely and on-site. Strong knowledge of ITIL framework and service desk best practices, applied to improve service delivery and user experience. Excellent communication and customer service skills, ensuring clear and professional interaction with users. Capable of managing multiple tasks under pressure, consistently meeting deadlines and resolving issues in a timely manner. Strong analytical and problem-solving skills, identifying root causes and implementing long-term solutions. Experienced in Microsoft Office Suite, Microsoft Azure, Active Directory, and remote desktop tools, providing comprehensive technical support.