Bartosz Krawczyk
IT service desk analyst
Profil zawodowy
Experienced IT service desk analyst with background in basic system administration and programming skills
Podsumowanie
4
4
Languages
5
5
years of post-secondary education
4
4
years of professional experience
Doświadczenie
IT Service Desk Analyst
Capgemini
Katowice
2022.04 - Current
- as L1 agent: customer service, serving support of users' issue reports in timely
manner from a variety of sources: phone calls, e-mails, chats, self-service
tickets in ITSM tools; basic troubleshooting skills regarding Windows, MS
Office, web browsers and bunch of dedicated client applications - the software used included Microsoft Active Directory (Users & Computers), Azure - Entra ID, Intune, Citrix Workspace, DaaS
- used remote desktop solutions including: Tanium, LogMeIn Rescue, Ivanti, BeyondTrust, TeamViewer, QuickAssist
- as backup incident manager: creating monthly and bi-weekly reports
presenting status of work in IT service desk; exporting data from ITSM and
processing them using MS Excel - as trainer: conducting client-oriented trainings for other IT service desk
agents; presenting overview of work in IT service desk, processes, basic
troubleshooting methods - as L1.5 agent: advanced troubleshooting exceeding the scope of L1 agents;
with applying methods than often exceed official client's knowledge base;
retrieving knowledge from external sources and from own experience
Wykształcenie
Engineer - Information technology
Politechnika Śląska
Gliwice 2010.10 - 2016.02
Umiejętności
- Service level agreement adherence
- Troubleshoot technical issues
- Incident analysis
- Software fault diagnosing
- Microsoft Azure
- Knowledge of operating systems
- Password resetting
- Basic network troubleshooting
- Basic knowledge of Active Directory, Azure - Entra ID, Intune, command prompt and PowerShell
- Basic knowledge of Linux (mainly Ubunty) including terminal commands
- Basic skills in programming languages: Java, C, C#, Assembler, PHP
Languages
Polski
First language
English
Advanced
C1
French
Elementary
A2
German
Elementary
A2
Zainteresowania
- agentic AI
- foreign languages
Oś czasu
IT Service Desk Analyst
Capgemini
2022.04 - Current
Engineer - Information technology
Politechnika Śląska
2010.10 - 2016.02