William Vella

Incident Management: Receive, log, and categorize incoming IT support requests. Prioritize and troubleshoot incidents based on severity and impact. Resolve routine IT issues, such as password resets, software installation, and hardware malfunctions. Escalate complex issues to higher-level support teams as needed.

User Support: Provide timely and effective technical support to users via phone, email, and in-person. Explain technical concepts in clear and concise language. Assist users with software applications, network connectivity, and hardware setup.

Knowledge Base Management: Maintain and update the knowledge base with solutions to common IT problems. Create and document standard operating procedures. System Monitoring: Monitor system performance and identify potential issues. Proactively address system alerts and notifications.

IT Asset Management: Track and manage IT assets, including hardware and software licenses. •

• Credit Suisse - (05.2021 – 11.2021) and Alstom (12.2021 – 03.2022)

Providing full IT support service to the client (Credit Suisse) within the Service Desk via telephony support channel.

- Assisting users with basic troubleshooting steps as per our workflow and escalation of tickets if required.

- Documenting call details via ServiceNow ticketing system and attaching of relevant knowledge article. Making sure that SLA and performance targets are met as per agreement.

Eversheds Sutherland - Request Management (03.2022 - 11.2023)

- Providing high level B2B client service. Processing of requests which are raised by users for Email access (MS Exchange and Symprex) System access and User profile updates while assuring that all performance and SLA targets are met.

- Use of Knowledge articles and guidance to complete requests. And also flagging of articles when there is an update.

- Performing software installations on users assets using remote access tools and Windows Power Shell.

- Approving of request raised by Service Desk and assignments to Team members.- Assisting Team members with more complex requests. Researching for knowledge while consulting with the Client's IT department

BASF - Identity & Access Management (12.2023 - 07.2024)

- Supporting internal Business Partners through IAM topic incidents using ServiceNow platform.

- Pre-analyzing of ticket cases, through internal platforms and using Oracle SQL to investigate though the database.

- Business requesting for users through SAP GUI systems. User data maintenance as per all knowledge article process.

- Communicating and supporting users with remote connection with any of the issues that they are facing.

- Providing high level IT support services to a various amount of companies depending on each project

• Providing high-end customer service to application users who are based mostly in the U.S via chat and email

• Greeting customers at the front desk and assist accordingly
• Processing of payments