Experience

• 

  Nhs south, central and west

  Jul 2017 - now

  Providing excellent 2nd line technical support within all aspects of IT from hardware, software, Cyber security and customer engagement and training.· I can demonstrate excellent troubleshooting and diagnosis skills and escalating where appropriate to our 3rd line technical support team and external support.· Ensuring all service requests are logged and updated correctly and the customer is updated on a regular basis.· Visiting GP practices to investigate support calls and triage and resolve within our agreed SLAs Show less Directly manageing 10 IT Service Desk Analysts who resolve technical IT issues for GP practices across the South of England. The customer base is around 50,000 users and 150,000 devices.· Monitoring phone statistics and support tickets via our ITSM tool Topdesk to ensure that SlAs are met and the team answer phone calls within SLA agreement and to a high quality standard.· Complete monthly 121’s and monitor their monthly stats and will engage in conversations around customer service, technical skills, training and development and reviewing of call recordings.· Using tools such as MS Teams, WhatsApp and our ITSM tool to work closley and effectivley with my team. I also maintain our shift rota for all 60 Analysts.the audience its purpose if for.Carried out multiple recruitment processes from reviewing application to interviewing candidates through to their induction and training.I lead by example working alongside the team in dealing with telephone calls and resolving tickets to our SLA’s as I feel the team shouldn’t have to do anything in their role I cannot. Show less Working to providie IT support to GP practices across the south of England, requiring a versitle work style and engagement with each invidiual spoken too.· Solving IT issues for NHS staff remotley has helped me develop my communication skills which has meant clearer directions to resolve IT issues and allowed me to resolve more calls and tickets.· Working on site on migrations from Windows 7 to 10 and learning about basic networking and infrastructure.Working in a busy fast tempoed enviroment has allowed me to improve on my time management skills and ensuring a high quality of customer serivce is always given. Show less

  • Desktop Engineer

    Sept 2022 - now

  • Service Desk Supervisor

    Jan 2021 - Sept 2022

  • Information Technology Help Desk Technician

    Jul 2017 - Jan 2021