John Young
CityWest,Ireland
Summary
Accomplished IT professional with expertise in IT Service Management, Incident, Request & Change Management, and SLA Monitoring & Compliance. Proficient in ServiceNow and AVANTI platforms, with strong skills in Active Directory & Azure AD and Microsoft 365 Administration. Demonstrates exceptional technical troubleshooting abilities and customer service excellence, supported by comprehensive knowledge base documentation. Adept at user access management and stakeholder engagement, driving service delivery improvement through effective problem-solving and communication skills. Committed to maintaining calm under pressure while pursuing continuous professional growth in the IT sector.
Overview
8
8
years of professional experience
Work history
ICT Service Desk Analyst
Zurich Insurance PLC
Dublin
- As part of working with a team of 4 other I was the point of contact for internal users (e.g., insurance staff), delivering rapid, effective IT support while managing service expectations and maintaining operational continuity.
- User Support & Communication
- Provide clear, professional guidance across channels (phone, email, chat, in-person) and maintain user satisfaction.
- Keep users updated throughout issue resolution, especially during incidents with significant impact.
- Adherence to SLAs & ITIL Framework
- Meet response and resolution targets in line with SLAs.(Ticketing System - Service Now) Follow ITIL-aligned procedures for incident, request, and change management.
- Use Active Directory, Microsoft/365, Azure AD, email management tools, and other user admin systems.
- Monitor hardware/software inventories and coordinate asset ordering or replacement.
- Collaboration & Reporting
- Work closely with Zurich's 2nd/3rd line teams, vendors, and stakeholders for escalations and service delivery.
- Report on ticket volumes, SLA compliance, and knowledge base usage to inform management decisions.
Business Support Analyst
TU Dublin
Dublin
2023.10 - 2026.08
- Provide operational support and guidance to administrative and academic colleagues in support of their efforts to fully exploit the capabilities of university enterprise applications and tools, in line with approved projects and support request.
- SET - Providing user assistance with the rollout of TUD's new Banner integration across all Campuses and student assistance where required with access problems.
- In conjunction with colleagues throughout ICT and in accordance with agreed service level provide third line support to users of the application suites.
- Ensure system improvements are smoothly transitioned into an operational phase, liaising with Technology Services Colleagues to ensure supporting documentation and required user training are in place.
- Participate in user groups and contribute to the achievement of their objectives and goals.
- Assisting with the Student Core Badge (Student Card Application) with our managed resource partners (TDS) for integration.
ICT Service Desk
TU Dublin
Dublin
2018.07 - 2023.10
- Act as the initial point of contact for all IT support queries for a large cohort of Staff and Students via phone, email, or ticketing system (AVANTI).
- Diagnose and resolve technical issues, or escalate when appropriate, following agreed procedures.
- Provide first- and second-line support for university systems including email, virtual learning environments (e.g., BrightSpace), authentication systems, remote access (VPN), and standard desktop/laptop environments.
- Log and manage incidents and service requests within the ITSM system, ensuring accurate documentation and timely updates.
- Support the setup and maintenance of IT equipment for teaching spaces, offices, and student areas.
- Assist in user onboarding and offboarding, including account creation, access permissions, and password resets.
- Provide guidance and training to end-users, including self-help resources and documentation.
- Participate in projects and initiatives to improve IT service delivery and end-user experience.
Education
Leaving Certificate -
Firhouse Community College
DublinPart Time Degree Course - undefined
School Of Computing TUD
Dublin 2020.10 -
Skills
- IT Service Management (ITSM)
- Incident, Request & Change Management
- SLA Monitoring & Compliance
- ServiceNow & AVANTI
- Active Directory & Azure AD
- Microsoft 365 Administration
- Technical Troubleshooting
- Customer Service Excellence
- Knowledge Base Documentation
- User Access Management
- Stakeholder Engagement
- Service Delivery Improvement
- Problem-solving
- Calm under pressure
- Communication skills
Referees
Referees available upon request
Timeline
Business Support Analyst
TU Dublin
2023.10 - 2026.08
Part Time Degree Course - undefined
School Of Computing TUD
2020.10 -
ICT Service Desk
TU Dublin
2018.07 - 2023.10
ICT Service Desk Analyst
Zurich Insurance PLC
Leaving Certificate -
Firhouse Community College