Naz Nilofer

I’m confident I’ll be an excellent fit as an IT Support / Service Desk Analyst, Victoria. This is based on my
previous experience working in different industries and having received good feedback. I have excellent
interpersonal, multi-tasking, problem-solving, strong communication skills, and the ability to work well under
pressure.
As a solution-driven help desk specialist with 4+ years of experience in delivering fast and effective support at
different levels, I have worked on a variety of incidents and service requests with varying severity and priority.
First step of my approach is to review and triage tickets to resolve issues within the agreed SLO/SLA targets.
I have provided support to phone, email, in-person and internal/external ticket requests. In each of these
channels I have always documented the conversation as per the requirement and expectation of the business.
I have used a wide variety of ticketing systems during my employment in various organizations and I am
comfortable learning and adapting to any new systems.
I have consistently applied ITIL principles to provide resolution at the highest service to the customer.
Coming from mostly the payment gateway and financial industry, I value the urgency of the requests and I am
excited to offer my analytical, technical, and problem-solving abilities to this role.
I have provided a wide range of technical support during my experience, and I am quick to understand what
requests need to be escalated, and do so quickly.
I ask appropriate questions and offer options where possible to resolve the incidents. I am experienced in
onboarding/offboarding users onto a range of systems with appropriate permissions/access.
I have provided technical and administrative support in Microsoft Windows, Office 365, Azure, and others with
user, asset and licensee management.
I have also consistently published and maintained processes and procedures for my and my team's reference.
I take pride in customer service and value any feedback as it aids in my improvement. I have demonstrated
the ability to work independently and as a member of a team, and to effectively organize my workload and
rank them in order of urgency and importance.
I am looking forward to a chance to provide and discuss further insight into my technical abilities and personal
attributes.
I am confident that I can provide excellent customer service and contribute to the team's and business'
success.