Ariane Joy Balbontin
IT Service Desk Analyst
Summary
Experienced with coordinating service desk activities to provide efficient IT support. Utilizes strong organizational skills and effective communication to manage user inquiries and resolve issues promptly. Track record of improving service delivery through detailed documentation and continuous process improvement.
Overview
7
7
years of professional experience
2024
2024
years of post-secondary education
1
1
Language
Work History
IT Service Desk Coordinator
Atos Global IT Solutions And Services
09.2023 - 09.2024
- Managed escalations for day-to-day major incident issues (Severity 1 & 2), coordinating with relevant SMEs to ensure swift resolution.
- Documented high severity incidents in ServiceNow, creating a centralized bulletin board for effective tracking and resolution.
- Assisted technical support teams by providing immediate troubleshooting support via phone and chat channels.
- Monitored voice and chat queues of the Service Desk team utilizing Nice Cxone for optimal service delivery.
- Streamlined the immediate IT off-boarding process and reset compromised accounts in collaboration with the IT Security Team.
Remote Resolution Technician (L2)
Atos Global IT Solutions And Services
06.2022 - 09.2023
- Managed advanced troubleshooting for ticket resolution via remote support.
- Documented incidents and service requests meticulously using ServiceNow.
- Supported users through effective communication via phone, email, and chat.
- Monitored and processed aging and escalation tickets for timely resolutions.
- Assisted in training fellow agents to enhance team performance and efficiency.
Assistant System Engineer
TATA Consultancy Services (TCS)
08.2021 - 06.2022
- Provided technical support via live chat, telephone, and remote assistance to employees, ensuring timely resolution of issues.
- Managed Active Directory (AD) accounts, including password resets, unlocks, and group account management.
- Utilized ServiceNow for documentation and tracking of support tickets, enhancing team communication and efficiency.
- Handled user expectations by ensuring requests were maintained within agreed service levels (SLA).
- Monitored system performance and user feedback to identify areas for improvement in support processes.
IT Service Desk Analyst
Straive
02.2018 - 08.2021
- Provided vital IT support to employees via telephone, email, and remote access.
- Managed Active Directory accounts including creation, deletion, and password resets.
- Handled incoming support requests and maintained adherence to service level agreements (SLAs).
- Tracked and documented all levels of severity issues for continuous improvement.
- Escalated complex issues to third-party organizations and ensured timely resolutions.
- Supported initial troubleshooting of applications, hardware, and network issues.
- Coordinated with team members to prepare end-of-shift reports on unresolved tickets.
- Monitored ticketing system (Service Desk Plus) for efficient issue resolution.
- Scheduled and performed regular administrative tasks such as report generation.
- Maintained documentation of processes and procedures to enhance service quality.
Education
Bachelor of Science - Computer Science
Saint Francis of Assisi College Main
Philippines04-2018
Skills
Incident Management
undefinedCustomer Service Skills
- Effective Communication
- Problem Resolution
- Empathy
- Listening Skills
Organizational Skills
- Time Management
- Documentation and Reporting
- Prioritization
Timeline
IT Service Desk Coordinator
Atos Global IT Solutions And Services
09.2023 - 09.2024
Remote Resolution Technician (L2)
Atos Global IT Solutions And Services
06.2022 - 09.2023
Assistant System Engineer
TATA Consultancy Services (TCS)
08.2021 - 06.2022
IT Service Desk Analyst
Straive
02.2018 - 08.2021
Bachelor of Science - Computer Science
Saint Francis of Assisi College Main
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