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
Budapest (Remote)
06.2021 - 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 04.2001 -
Skills
Client Relationship Management
Remote Support
System Administration
Software Support
Delivery Management
Multitasking
Analytical Skills
Technical issues analysis
Microsoft Windows and Office
Certification
ITIL Foundation Certification
Timeline
ITIL Foundation Certification
07-2022
Agile Way of Working Foundation
06-2022
Software Security Assurance - HiTech
07-2021
Service Desk Analyst
Tata Consultancy Services
06.2021 - Current
Bachelor of Science - Italian Studies
Eötvös Loránd University
04.2001 -