Subhan Raja

IT Support Analyst @NG Bailey

Leeds, GB

Served as the initial point of contact for users seeking technical support via phone, email, and the ticketing system.Assessed, prioritised, and resolved technical issues in line with agreed Service Level Agreements (SLAs), ensuring timely and effective support.Diagnosed and troubleshot hardware, software, network, and other IT‑related issues using appropriate diagnostic tools and knowledge bases.Maintained accurate records of incidents, resolutions, and troubleshooting actions, and contributed to the knowledge base by documenting common issues and solutions.Monitored IT systems and networks to identify potential issues or trends affecting user experience, taking proactive steps to minimise downtime and service disruption.Ensured compliance with IT policies, procedures, and security standards when handling sensitive information or accessing systems on behalf of users.Managed new starter requests, ensuring newly onboarded employees received the correct peripherals, software licences, and system access required for their roles.Set up and maintained user accounts and access permissions within Active Directory, including access to file servers and business‑critical systems.Tracked new starter equipment and licence allocation using Excel, maintaining accurate records to ensure correct distribution and asset management.

The University of Huddersfield

BA (Hons) Marketing