Rritambhara Sharma

IT Service Desk Coordinator - First Line IT Support Technician @Coventry University London

London, GB

First point of contact for IT Hands-on and application support queries from staff, pupils, and external clients 24/7 across 4 sites•Taking ownership of assigned tickets through the IT service desk, ensuring a prompt and efficient service, escalating to 2nd/3rd Line Technicians if necessary•Assisted with the identification and resolution of potential security breaches and vulnerability issues in a timely and accurate fashion.•Troubleshooting and resolving various IT issues. Resolved 75% of incidents within 24 hours.•Malware attack support and incident management.•Proactively documenting processes and latest changes as per Agile service centre practices and ITIL to help improve continuous Service Delivery•Problem Management: Identifying root causes of recurring issues and working with technicians to implement solutions.•Reduced ticket resolution time by 10% by streamlining troubleshooting procedures.•Liaising with Network teams and Cloud and infrastructure to perform tasks onsite such as patching ports.•Led tech bar sessions along with face-to-face appointments dealing with IT queries for staff and students.•Hosted live training sessions for a wider team for upcoming processes and implementations.•Administer and maintain end-user accounts, permissions, and access rights.•To assist with the on-boarding and off-boarding process of staff; creation of user accounts and liaising with HR and managers on account permissions and folder access.•Maintain good working order of the school’s computers, printers, and peripherals by performing scheduled checks.•Undertake network cabling adjustments as and when required to ensure all devices and peripherals are connected and accessible.•Maintain an accurate inventory of all IT devices issued to staff and students ensuring a regular audit is carried out during holidays

I. K. Gujral Punjab Technical University (IKGPTU)

Bachelor’s Degree