Experience

• 

  University of northampton

  Sept 2016 - May 2017

  Student ambassador
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  The conduit

  Dec 2017 - Aug 2018

  Membership intern
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  University of northampton

  Sept 2018 - Dec 2018

  It support assistant

  • Exceeded 1st line issue-resolution targets, consistently achieving high customer satisfaction with 4-5 ratings on customer feedback for all calls, showcasing a commitment to delivering quality service• Provided assistance to university students and staff, swiftly resolving technical problems related to laptops, password reset and login issues.

• 

  Methods

  May 2019 - Dec 2020

  • Troubleshoot and resolved technical issues, providing high-level customer service to internal users.• Accurately log IT issues using ServiceNow, ensuring all details are captured for efficient resolution.• Deliver first-line support for IT-related queries, meeting SLA response times consistently.• Collaborate with 2nd and 3rd line support teams to address complex hardware and software problems.• Develop and share solutions and workarounds to improve overall service delivery

  • Service Desk Analyst

    Feb 2020 - Dec 2020

  • Facilities Administrative Assistant

    May 2019 - Feb 2020
• 

  Capital city college group

  Aug 2021 - Jun 2022

  Helpdesk operative

  • Demonstrated proficiency in creating and managing staff CAFM accounts, contributing to a streamlined onboarding process for new employees.• Ensured accurate logging of customer queries and incidents into the ticketing system, adhering to ITIL best practices and contributing to a 10% increase in data accuracy.• Maintained a comprehensive log of incidents, consistently updating user details and swiftly reassigning and resolving issues, resulting in improved record accuracy and a 15% decrease in recurring incidents. Show less

• 

  Salary finance

  Jul 2022 - Mar 2024

  Application service desk analyst

  • Managed a high-volume service desk, overseeing 1600+ tickets and addressing 200+ weekly inbound tickets, resulting in a 25% reduction in average ticket wait time.• Demonstrated expertise in diagnosing and resolving technical issues promptly, contributing to a 15% increase in overall customer satisfaction.• Implemented ITIL best practices, ensuring streamlined service delivery and maintaining meticulous records of service desk interactions, resulting in improved overall efficiency and accountability.• Collaborated cross-functionally to resolve issues and implement solutions, fostering a collaborative work environment and reducing the number of escalated tickets by 10% on a weekly basis.• Authored comprehensive knowledge base articles and training guides on incident management best practices and request fulfilment, contributing to a 40% increase in first-call resolutions and a more knowledgeable end-user community. Show less

• 

  Catalina re

  Mar 2024 - Oct 2024

  Information technology support engineer

  Provided 1st and 2nd line technical support to Catalina staff, including laptop setup for new joiners and offboarding for leavers, using tools such as Service Desk Plus, Microsoft 365 admin , and Remote Desktop software.● Conducted daily system checks and operational processes to maintain optimal functionality across all IT services.● Managed the Service Desk call queue, ensuring prompt responses and resolution within tickets.● Administered user accounts across IT systems, including Active Directory, Microsoft Azure Active Directory, and Exchange Online.● Supported a range of hardware (laptops, printers, video conferencing devices), facilitated office setups, and managed hardware assets, including the deployment of over 80 new monitors.● Took ownership of assigned Service Desk tickets, seeing them through to resolution and closure, utilising Service Desk Plus and other ticketing systems.● Created and maintained documentation, including user knowledge articles in Confluence, to empower users and reduce ticket volume.● Developed and maintained comprehensive knowledge of supported systems and applications from both business and technical perspectives, including Windows, Citrix Cloud , VPN connectivity● Monitored and ensured successful deployment of automated security patches via Microsoft Endpoint Manager and Intune● Provided additional IT support as required by the business, ensuring reliable and secure operations. Show less