Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

EDEM KOKUVI HLONU

IT Service Desk Analyst
Budapest

Summary

IT Service Desk Analyst with 5+ years experience, specialized in Veeva 1CRM support. Skilled in escalation handling, root cause analysis, and SLA-driven environments. Also experienced in quality assurance, KPI tracking, and team coaching.

Overview

10
10
years of professional experience
2
2
Certifications
3
3
Languages

Work History

L1.5 IT Service Desk Analyst & Quality Representative

TCS
02.2022 - Current
  • Provided advanced support for Salesforce and Veeva 1CRM environments
  • Troubleshoot CRM issues (access, workflows, data visibility)
  • Handle escalated incidents and collaborate with L2/L3 teams
  • Conduct quality audits for a team of 7 analysts
  • Participate in global KPI meetings and performance tracking
  • Handle ticket quality disputes and provide coaching to team members
  • Drive continuous improvement and reduce recurring issues

L1 French IT Service Desk Analyst

TCS
09.2019 - 01.2022
  • Multilingual IT support (French/English)
  • Incident resolution across hardware, software, and network
  • High customer satisfaction and SLA compliance

Intern French IT Service Desk (ACE Program)

TCS India
01.2018 - 01.2019
  • Enabled remote user productivity through reliable IT support
  • Resolved incidents efficiently with strong user communication
  • Maintained documentation to support consistency and knowledge sharing

Country Director

AIESEC in Togo
07.2016 - 07.2017
  • Drove team performance through coaching and feedback
  • Strengthened communication with stakeholders through reporting and updates
  • Executed strategic plans and tracked progress toward goals
  • Led cross-team collaboration to achieve objectives

Education

Bachelor - International Law

Université de Kara

Bachelor of Science - Law

University of Kara
Togo
10.2015

Skills

Veeva 1CRM Application support

ServiceNow Ticketing system

Active Directory

Microsoft Mobile Device Management

Ms Excel Reporting

Remote support proficiency

Certification

ITIL Foundation

Timeline

L1.5 IT Service Desk Analyst & Quality Representative

TCS
02.2022 - Current

L1 French IT Service Desk Analyst

TCS
09.2019 - 01.2022

Intern French IT Service Desk (ACE Program)

TCS India
01.2018 - 01.2019

Country Director

AIESEC in Togo
07.2016 - 07.2017

Bachelor - International Law

Université de Kara

Bachelor of Science - Law

University of Kara
EDEM KOKUVI HLONUIT Service Desk Analyst