Experience

CORPORATE IT SYSTEMS LIMITED
• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee
• Technical Engineer

  • Aug 2023 - Present


AQUILA Air Traffic Management Services

• United Kingdom
• Airlines and Aviation
• 100 - 200 Employee

• Service Desk Operator

  • Nov 2018 - Aug 2023

  My current role consists of logging faults for MOD equipment at mainly RAF based across the UK and overseas.Once a fault has been logged, I task to the appropriately skilled engineer within the region and manage the incident from start to finish.We also manage a Thales based Netowrk via Solar Winds. We report any drops in the network to on call engineers and manage the Workorder from start to finish.

• Service Desk Operator

  • Nov 2018 - Aug 2023

  In my current role i undertake the following to deliver the best service:• I work as part of the Service Desk team to proactively manage faults and events in accordance with SLA, business process and contract requirements.• Carry out remote monitoring within competency to meet contract requirement. Including Solar Winds Network Monitoring. • Proactively escalate and track outcome of issues surrounding fault management.• Ensure structured internal communications e.g. Shift handovers, Daily Incident reports, MoD escalations and reports.• I ensure correct ownership of faults is established and hand over is documented in line with business process.• Undertake regular reviews of faults within ownership and action as necessary to expedite clearance.• Act professionally at all times, ensuring business is well represented to internal and external customers.• I understand internal and external processes for access arrangements and provide required documentation where necessary.• I liaise with 3rd party contractors and support agents during fault management.• Develop and maintain customer relations by interfacing with the customer in a non-fault management environment e.g. site visits, customer surveys. Develop and maintain customer relations.• I understand, maintain and improve all process / procedure / Work Instructions relating to Aquila Service Management.• I provide training based on own experience and knowledge to colleagues if required.• Utilise systems to facilitate the location and movement of parts to meet SLA.• Undertake any reasonable duties within the post holder’s competency from time to time as directed by Senior Manager. Show less


SGN
• United Kingdom
• Utilities
• 700 & Above Employee
• Operations Controller

  • Aug 2016 - Oct 2018