Neet Buttar
Edmonton,AB
Summary
Experienced Service Desk Analyst adept at providing top-tier technical support and implementing efficient problem-solving strategies. Known for strong customer service skills, ability to swiftly diagnose issues, and proven record of improving helpdesk operations. Strengths include managing high-volume ticket flow, improving client relationships, enhancing system efficiency and contributing to team success in fast-paced environments. Previous roles have demonstrated significant impact by reducing downtime through streamlined processes and proactive troubleshooting.
Overview
9
9
years of professional experience
Work History
Senior Service Desk Analyst
Servus Credit union
Edmonton, Alberta
01.2021 - Current
- Assist analysts in incident handling, ensuring the quality and timeliness of responses.
- Act as the primary point of escalation for critical incidents/issues and work closely with other teams. Lead and review the communication of application, system, branch, device, etc. Issues, ensuring required parties are well informed through the lifecycle of a critical incident, outage, disruption.
- Support analysts to increase their knowledge levels and expertise to best benefit the Capabilities of the team.
- Collaborate with other IS staff and business teams in project meetings and complete tasks normally associated with the Service Desk role to enable project deliverables.
- Balance project workload with operational tasks to ensure Service Desk remains the focus.
- Provide documentation, training, and coaching to analysts as necessary.
- Assist in onboarding new team members and help develop their troubleshooting and customer service skills.
- Support Service Desk Manager with everyday tasks, as necessary.
- Ensure audit cleanups of user access to third-party applications.
- Actively watch for incident patterns to spot outages and issues for escalation.
End User Support Analyst III
Servus Credit union
Edmonton, Alberta
02.2018 - 01.2021
- Prepared and distributed notifications regarding service disruptions, outages, or critical incidents.
- Owned and handled outages and service disruptions from the Service Desk.
- Contributed to knowledge sharing among peers and members of IS to help them adopt best customer service practices.
- Handled escalations for self and peers.
- Trained and coached team members as necessary.
- Requested and appreciated feedback from peers for self-development/improvement.
- Ensured the Service Desk queue is being handled appropriately by all Service Desk analysts.
- Watched the queue for any time-sensitive tasks to ensure timely completion and collaborated with teams to set up procedures to avoid a dependency on a task from the Service Desk.
- Created procedures and documentation for knowledge management.
End User Support Analyst II
Servus Credit union
Edmonton, Alberta
02.2017 - 02.2018
- Communicated clearly, both written and verbally, with directions and a minimum level of support.
- Managed own time and schedule with regards to daily tasks.
- Determined when to escalate issues and prepare tasks for technical and business issues.
- Managed and responded to incoming calls (email, voice, walk-ups), adhering to service level agreements.
- Collaborated with other IS teams to resolve issues where additional expertise is required.
Service Desk Analyst I
Servus Credit union
Edmonton, Alberta
12.2015 - 02.2017
- Provided technical support to customers for software, hardware, and networking issues.
- Accountable for maintaining user profiles in Active Directory and Microsoft Exchange.
- Created, prepared, and managed service tickets for technical and business issues.
- Exceeded Service Level Agreement with respect to response time and resolution time of IT issues.
- Monitored progress on problem resolution and advised users on the status of the issue.
- Performed activities needed to implement, maintain, and troubleshoot in functional support areas.
Education
Software Testing Certification
Northern Alberta Institute of Technology
Edmonton, None09-2016
MBA - IT And Telecommunications
Panjab University
India07-2012
Bachelor of Engineering - Computer Science
Kurukshetra University
India08-2010
Skills
- Technical support expertise
- System Administration
- Problem Resolution
- Vendor coordination
- Training and mentoring
- Escalation management
- Advanced troubleshooting
Timeline
Senior Service Desk Analyst
Servus Credit union
01.2021 - Current
End User Support Analyst III
Servus Credit union
02.2018 - 01.2021
End User Support Analyst II
Servus Credit union
02.2017 - 02.2018
Service Desk Analyst I
Servus Credit union
12.2015 - 02.2017
Software Testing Certification
Northern Alberta Institute of Technology
MBA - IT And Telecommunications
Panjab University
Bachelor of Engineering - Computer Science
Kurukshetra University
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