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
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
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 -