Claire Sadler

Experience

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  Carlson Wagonlit Travel

  Oct 2007 - Jul 2009

  Service Desk Supervisor

  •Effectively provide 1st & 2nd level technical support for clients who book their travel using our online booking tool.•Educating clients so they have a better understanding of the booking tool and how to get the best out of it.•Dealing diplomatically with demanding and on occasions rude clients. •Prioritising and delegating an ever-changing workload to ensure SLA’s (service level agreements) are met.•Liaising with project managers and 3rd level support to ensure the clients’ requests are met and the booking tool enhanced.•Assisting the manager in the smooth running of the service desk, including recruitment and training of new staff and carrying out performance reviews.•Producing monthly reports, using Microsoft Excel, to use at monthly meetings with the client to demonstrate the SLA’s are being met.•Effectively managing and motivating the team to ensure deadlines are met. Show less

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  Siemens IT Solutions and Services Ltd (UK)

  Jan 2010 - Jul 2010

  Service Desk Analyst

  •Provide effective and efficient 1st and 2nd line support to customers over the phone and via email.•Support customers on a wide range of Windows software, telephony issues and bespoke software.•Take ownership of all calls, escalate and chase with 3rd level support departments until a resolution is reached.•Provide a customer focused approach to my work, dealing diplomatically with demanding clients. •Effectively working to tight Service Level Agreements.

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  Northern Rock

  Aug 2010 - Dec 2010

  IT Analyst

  •Provide effective user systems support to all business departments.•Respond efficiently to requests for system functionality changes to ensure systems provide a smooth customer journey and quality management information.•Update procedures and logs accordingly to ensure an audit trail is provided.•Work effectively as a team to ensure all requests via the mailbox are dealt with appropriately.

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  Northumbria Healthcare NHS Foundation Trust

  Feb 2011 - Aug 2014

  Service Desk Analyst

  •Provide effective 1st/2nd line IT support to all Trust staff remotely via the phone and email.•Successfully provide support on Windows, Office and NHS specific software.•Create and manage user accounts on Active Directory and the Blackberry Enterprise Server.•Effectively manage all calls received to ensure the customer receives a timely resolution and SLA’s are met.•Supervise the Service Desk team in the manager’s absence, providing a point of escalation for queries, delegating working and managing the service desk’s workload. Show less

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  ENGIE – UK & Ireland

  Sept 2014 - Jan 2015

  IT Service Desk Analyst

  • Provide effective and efficient 1st line IT support to colleagues throughout the UK and Ireland• Support colleagues through migration project, increasing the contact volume.• Support a large number of remote working colleagues who are working with high profile clients.

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  HealthAlliance

  Feb 2015 - Oct 2015

  IS Service Desk Analyst

  • Provide an effective and efficient 1st/2nd line IT support to District Health Board staff.• Effectively manage a high volume of calls and IS service request resolving as many as possible at first contact.• Worked to ITIL framework ensuring the customer was kept up to date with outstanding issues.

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  Specsavers

  Dec 2015 - Aug 2016

  Service Desk Analyst

  • Provide an effective customer service under a high pressure environment.• Log and resolve as many incidents as possible, ensuring the highest quality of content so any unresolved issues can be picked up easily by the resolving team.• Manage P2 incidents efficiently so that downtime for the store is kept to a minimum.

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  Virgin Trains East Coast

  Sept 2016 - Oct 2016

  Customer solutions centre admin

  • Efficiently categorising and prioritising customer contact to ensure large backlog was processed effectively.• Processing refunds and compensation to delayed customers to improve customer retention and relations.

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  Royal New Zealand Plunket Society, Inc. (RNZPS)

  Mar 2017 - May 2017

  Service Desk Analyst
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  Amicus ITS

  Jul 2017 - Sept 2017

  Technical Analyst
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  Santander UK

  Nov 2017 - Oct 2019

  Case Handler
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  Balfour Beatty plc

  Oct 2019 - now

  • Information Technology Field Engineer

    Apr 2022 - now

  • Service Desk Analyst

    Oct 2019 - Apr 2022
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  MEH Alliance (Balfour Beatty)

  Feb 2023 - now

  Information Technology Field Engineer