Rahul Shah

Information Technology Support Analyst @TD

London, ON, CA

Provide support to users through various channels including Service Desk tickets, phone calls, teams chat, and the self-service portal with 93% of excellent service satisfaction.•Document detailed information accurately within the Service Desk ticketing system called SERVICE NOW.•Offer technical assistance for laptops, printers, and peripheral devices such as Aruba for VPN, cheque scanner, ATM, Cash dispenser, encompassing hardware and software setup and support.•Provided timely escalation and follow-up with support groups and colleagues. •Worked with IAM and fulfilled the password reset or account unlock requests •Identify and escalate wide-impact or potential wide-impacting outages by making them a priority (P1, P2 or P3). •Experienced about hardware life cycle (HAM) and also creating the dispatch ticket •Escalated complex issues to Intermediate support teams when necessary.