Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Gyöngyvér Emese Kollár

IT Service Desk Analyst
Érd

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

3
3
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Service Desk Analyst

Tata Consultancy Services
2021.06 - Current
  • Manage high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Acts as a single point of contact for users with IT queries.
  • Conducts weekly meetings with Local IT colleagues to keep updated the knowledge base.
  • New joiner training/shadowing
  • Contributes to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
  • Reduces ticket resolution times with thorough troubleshooting and effective communication skills.
  • Supportes a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
  • Maintain detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
  • Escalate critical incidents appropriately while maintaining clear communication throughout resolution process.
  • Enhance customer satisfaction by providing timely, accurate, and empathetic support.

Education

Bachelor of Science - Italian Studies

Eötvös Loránd University
Bidapest
2001.04 -

Skills

Client Relationship Management

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Languages

Hungarian
Italian
English

Certification

ITIL Foundation Certification

Timeline

ITIL Foundation Certification

2022-07

Agile Way of Working Foundation

2022-06

Software Security Assurance - HiTech

2021-07

Service Desk Analyst

Tata Consultancy Services
2021.06 - Current

Bachelor of Science - Italian Studies

Eötvös Loránd University
2001.04 -
Gyöngyvér Emese KollárIT Service Desk Analyst