Viraj Patel

Information Technology Analyst @eHealth Saskatchewan

Regina, SK, CA

As an IT Service Desk Analyst at eHealth Saskatchewan, I provide frontline technical support through phone, email, and online channels, ensuring prompt issue resolution in alignment with SLAs. I diagnose and resolve a broad range of technical issues, including hardware, software, mobile devices, printers, and imaging equipment. I support enterprise IT infrastructure, including Windows Servers, Active Directory, and virtualization platforms, while following ITIL/ITSM best practices and utilizing tools such as USD, ServiceNow and SCSM.I play an active role in enhancing system security and compliance by identifying vulnerabilities and implementing preventative measures aligned with industry standards. I also streamlined support operations by developing standardized troubleshooting documentation and contributing to a centralized knowledge base, significantly improving resolution times and team efficiency. By collaborating with cross-functional teams, I ensure effective Tier 2 escalations and maintain strong LAN/WAN and remote access performance across the organization.