End-User It Helpdesk

Location:

Etobicoke, ON, M9A 4X8, Canada

Posted:

September 03, 2025

Contact this candidate

Resume:

Denish Gandhi

IT Helpdesk Analyst

** ******* ******, *********, **, Canada M9A 4X8 647-***-**** https://www.linkedin.com/in/denish-gandhi-63a0199a/ ************@*******.*** PROFESSIONAL

SUMMARY

Experienced IT Helpdesk Analyst with 6+ years of experience delivering comprehensive technical support by resolving software, hardware, and network issues, leveraging expertise in troubleshooting, system configurations, and Active Directory management. Strive to work under pressure and love to keep my workflow organized. WORK HISTORY

IT HELPDESK ANALYST 11/2022 to CURRENT

Fasken Toronto, ON

• Provide incoming technical requests from end user via telephone, email, in-person and chat.

• Troubleshoot software issues related to MS Offices applications, FortiClient VPN, Intapp Time, and installing required applications or drivers remotely using Bomgar application.

• Assisted end-user setting up Mobile Device Management software on their mobile phone.

• Repair printer issues such as replacing toner, upgrading firmware on the printer and requesting the service call with the printer technician if required.

• Troubleshoot TCP/IP network connectivity issues in office and end-user working remotely.

• Download PST from Microsoft Azure Storage Explorer and import it on end-user machine when needed.

• Supported end-user with web-based applications related to iManage Cloud, 3E, Intapp Risk.

• Provide required license for specific applications, reset/unlock end-user account and give access to a network drive using Active Directory.

• Setup office equipment with the monitors, mouse, keyboard and docking station.

• Perform message trace on requested emails from end-user and assist resolving undelivered emails.

• Retire, check compatibility or sync devices from Microsoft Endpoint Manager admin center.

• Documented all requests in ServiceNow ticketing system.

• Escalate tickets if needed and monitor them that are with the escalation team. IT SERVICE REPRESENTATIVE 09/2021 to 10/2022

Blake, Cassels and Graydon LLP Toronto, ON

• Support as the first point of contact through phone, email and walk-in.

• Install software and troubleshoot the issues remotely using platforms like Microsoft System Center Configuration Manager (SCCM), Director and TeamViewer.

• Added end-user to the Intapp Wall group with the proper approval.

• Unlock, reset account and add licenses using Active Directory.

• Provide instructions to set up work Mail, Microsoft Authenticator and RSA Token on the phone.

• Assign new or replace the existing token if expired for software/hardware tokens and unlock RSA token.

• Troubleshoot software related problems such as OneDrive, NetDocuments document management, M365 Office applications, Kofax.

• Use ChangeGear for documenting all incidents and steps performed to resolve the problems.

• Escalate tickets to the appropriate team if the issue is not resolved after performing the troubleshooting.

• Perform on-call support after every few weeks.

SERVICE DESK I 07/2020 to 08/2021

CompuCom Mississauga, ON

• Provide first level support through phone, email, and chat support.

• Identify and troubleshoot end user desktop applications including Amazon Workspace, Adobe, Microsoft Office and perform drive mapping for their network drives.

• Install software on end-user system remotely through NinjaRMM application.

• Walkthrough end-user to setup their personal or corporate phone with mobile device management software.

• Documented troubleshooting steps in ServiceNow and search for documentation in ServiceNow Knowledge Base.

• Performed password resets using Active Directory and update user contact details in there.

• Follow-up on open incidents to provide status updates.

• Escalate incidents to the appropriate support groups for resolution after performing the troubleshooting to fix the issue.

CUSTOMER EXPERIENCE TECHNICAL ADVISOR 07/2019 to 03/2020 Teleperformance Toronto, ON

• Provides Tier 2 support to end user through phone and email.

• Implement organized case handling, logging and dispatch using software such as Amdocs, Salesforce Lightning and VHQ Admin.

• Follows documentation and training materials from Knowledge Base to diagnosis, resolve and escalate, if needed.

• Troubleshoot end-user POS systems, credit card machines, computers on site.

• Communicates with customers at all levels of technical and non-technical skills sets.

• Assisted end-user with the right payment methods and discrepancy issue in their reports.

• Follow-up with end-users to ensure full resolution of issues. IT TECHNICIAN (CO-OP) 01/2018 to 05/2018

FirstChoice Group North York, ON

• Install and configure the company's operating system and applications.

• Setup and troubleshoot printers.

• Perform backups of the system.

SKILLS

• Languages: C, C++, VB.NET 2015,

Python, PHP, HTML 5, CSS 3,

JavaScript

• Software: Salesforce Lightning,

Amdocs, phpMyAdmin, MySQL,

Microsoft Office, PyCharm, Eclipse,

Sublime Text, Tableau, Cisco Packet

Tracer, FileZilla, VMware Workstation

• Admin Center: Microsoft Intune,

Microsoft Endpoint Manager, Active