Safa Joomun
@safajoomun
IT support professional specializing in service desk operations, Office 365 administration, and Active Directory troubleshooting.
ZimbabweWhat I'm looking for
I’m an IT support professional who bridges fast, customer-focused troubleshooting with thorough ticket ownership. In my current Product Expert (T1) role, I handle and delegate ZenDesk tickets, troubleshoot digital campaigns, DNS issues, and online forms/surveys via live chat, email, and phone, and escalate complex problems with detailed summaries.
Previously as a Service Desk Analyst, I managed tickets through Remedy Helpdesk and supported end users across mobile devices, laptops, Citrix Workspace, and printers. I also created and managed group mailboxes and distribution lists, keeping communications and access right.
Earlier roles strengthened my systems administration foundation: I managed Active Directory accounts and group mailboxes, delivered first/second-line support remotely and onsite, and administered Office 365 (Azure, Exchange, Intune) and IT assets. I’ve also worked with MDM systems (Lightspeed/Jamf), device deployment, and VLE support, plus trained new staff on core IT systems and security basics like Two Factor Authentication.
Experience
Work history, roles, and key accomplishments
Handled and delegated ZenDesk tickets, escalating complex issues with detailed summaries. Troubleshot digital campaigns, DNS issues, and online forms via live chat, email, and phone, and generated client invoices and overage breakdowns.
Managed and resolved support tickets via Remedy Helpdesk. Administered group mailboxes and distribution lists and provided support for mobile devices, laptops, Citrix Workspace, and printers.
Service Desk Analyst
Cheshire East Council
Oct 2022 - Dec 2022 (2 months)
Resolved IT issues using Halo Helpdesk and Live Chat. Managed Active Directory accounts and group mailboxes.
IT Systems Administrator
Stiles Harold Williams
Jul 2021 - Aug 2022 (1 year 1 month)
Administered Office 365 (Azure, Exchange, Intune) and Active Directory. Delivered 1st/2nd line remote and onsite support, managed IT assets and Sage X3, and supported staff onboarding and training.
Junior IT Technician
Royal Russell School
Jan 2019 - May 2021 (2 years 4 months)
Supported Office 365, Teams, and Active Directory while managing MDM systems and the Firefly VLE. Streamlined ServiceDesk Plus workflows, managed Microsoft Teams policies and live events, and trained new staff on IT systems including iPad use and Two Factor Authentication.
IT Support Apprentice
Westminster School
Jul 2017 - Nov 2017 (4 months)
Provided 1st line IT support by logging and resolving issues via ServiceDesk Plus. Used remote tools to install software and troubleshoot problems.
IT Apprentice
Croydon College
May 2016 - May 2017 (1 year)
Delivered 1st line support via phone, email, and in person, including re-imaging machines and managing user accounts in Active Directory. Assisted the E-Learning team by creating E-Safety resources in Adobe Captivate, converting exam papers to Moodle quizzes, and supporting the Augmented Reality Treasure Hunt for student induction.
Education
Degrees, certifications, and relevant coursework
Kingston University
BA (Honours), Criminology
2025 -
Studying a BA (Honours) in Criminology at Kingston University, starting September 2025.
Croydon College
City & Guilds Level 2 Award in ICT Systems and Principles, Information and Communication Technology (ICT)
2016 - 2017
Completed City & Guilds Level 2 Award in ICT Systems and Principles at Croydon College.
Croydon College
City & Guilds Level 2 Diploma in ICT Professional Competence, Information and Communication Technology (ICT)
2016 - 2017
Completed City & Guilds Level 2 Diploma in ICT Professional Competence at Croydon College.
Croydon College
A Levels (2 A Levels and 2 AS), A Levels
2012 - 2014
Completed A Levels including 2 A Levels and 2 AS qualifications at Croydon College.
Norbury Manor BEC
GCSEs, GCSE
2007 - 2012
Grade: 7 A–C
Completed GCSEs, achieving 7 grades at A–C.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
Interested in hiring Safa?
You can contact Safa and 90k+ other talented remote workers on Himalayas.
Message SafaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
