Igor Papariga
IT Senior Service Desk Specialist
Budapest
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Astute Senior Service Desk Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
10
10
years of professional experience
5
5
Languages
Work History
Senior Service Desk Analyst
Roche Services (Europe) Kft.
01.2017 - Current
- Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Spearheaded initiatives to improve the service desk knowledge base, resulting in more effective self-service options for endusers.
- Established strong partnerships with vendors and third-party providers to expedite hardware and software issue resolution.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
Senior Service Desk Analyst
Unisys
11.2014 - 01.2017
Service Desk Analyst
CPL Jobs
11.2013 - 11.2014
Education
Master of Arts - Central European Studies And History
Andrássy Gyula University
Budapest 04.2001 -
High School Diploma -
High School of Nyíregyháza
Nyíregyháza 04.2001 -
Skills
Escalation management
Security Protocols
Remote Technical Support
Software Installation
Technical support expertise
Incident Management
Knowledge Base Maintenance
Ticketing system proficiency
Remote Desktop Support
Technical Support
Documentation
Hardware support
Call Management
Hardware Configuration
Online Chat Support
Application support
Accomplishments
- Achieved launching Russian support through effectively helping with knowledge transfer in Moscow
- .Laptop replacement project in Grenzach (Germany)
Timeline
Senior Service Desk Analyst
Roche Services (Europe) Kft.
01.2017 - Current
Senior Service Desk Analyst
Unisys
11.2014 - 01.2017
Service Desk Analyst
CPL Jobs
11.2013 - 11.2014
Master of Arts - Central European Studies And History
Andrássy Gyula University
04.2001 -
High School Diploma -
High School of Nyíregyháza
04.2001 -