Nick Pearce

Experience

• 

  Ashford Borough Council

  Jul 2004 - Jul 2004

  IT Assistant

  Assisting with On-call IT support

• 

  System Analysis Design and Support

  Mar 2008 - Jul 2012

  Helpdesk Support Engineer

  1st and 2nd line support agent. Responsible for resolving initial technical problems for customers and liaising with other members of the technical team to ensure customer problems are resolved. Experience in LAN and WAN supportAdvanced knowledge of Microsoft Operating Systems and Office Packages (Word, Excel, Access and Outlook)Advanced knowledge of Server Active Directory and Microsoft Exchange ManagementProviding consultancy for customers in terms of hardware and software and quoting my recommendationsBasic SQL and Database knowledgeBasic Citrix Xenapp knowledge Show less

• 

  Redinet Limited

  Jul 2012 - now

  - To manage and own the service desk function and to manage and report on the performance of all IT services to Redinet Customers to ensure that the agreed Service Levels with the business’ are achieved. - Ownership of the Service Desk support function, responsible for the daily operational running of the team Coordinating the service desk function of the IT Service teamCompleting technical support tasks in a Tier 1 capacityAssisting with organising and running the daily operation of the teamCo-ordinating rotas, shift patterns, ensuring phones are answered promptly and calls are allocated to engineers quickly and within SLA.Providing a primary point of contact and escalation for our customers and support calls

  • Service Operations Manager

    Jul 2023 - now

  • Service Desk Manager

    Oct 2019 - Jul 2023

  • IT Service Desk Team Leader

    Jan 2015 - Oct 2019

  • Service Desk Lead Engineer

    Jul 2012 - Jan 2015