Husain Hirani

• Diagnosed and resolved software, hardware and network issues for end users.
• Maintained accurate records of support request and solutions.
• Collaborate with IT Team members to troubleshoot complex problems and improve processes.
• Delivered comprehensive training sessions for new IT service desk analyst and new joiners, ensuring rapid onboarding and adherence to company standards.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Diagnosed and troubleshot hardware, software and network issues.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.

• Serving as a first point of contact for users seeking technical assistance

over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and

pertinent questions.
• Resolve Technical problems with Support Teams.
• Follow up with the users to ensure complete resolution of the issues.

• Act as single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st line support - troubleshooting of IT related problems for from in-house software to hardware such as Blackberry, Laptops, PCs and Printers
• Troubleshoot basic network issues such as PC not on network and IP Phone issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls in the SNOW ( ticketing tool )
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of Customer service for all support queries and adhere to all service management principles
• Basic Active Directory knowledge
• Unlocking user accounts and resetting Windows Password
• To arrange for external technical support where problems cannot be resolved in house
• Analyzing escalations and provide weekly report to team lead
• Sending surveys to get feedback from the user

• Troubleshooting Computers for Software issues like viruses and spyware, Operating System corruption, Operating System and Application installation, Microsoft Outlook Configuration etc