Experience

occy

• United Kingdom
• Software Development
• 1 - 100 Employee

• Support Manager

  • Oct 2022 - Present

• Support Manager

  • Oct 2022 - Present



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Operational Excellence Analyst

  • Oct 2019 - Oct 2022

  Management of the Knowledge Base for our 1st Line, 2nd Line, Request Management and On-site teams. Both on SharePoint and ServiceNow.Completion of AIS for any new services introduced to the business. Also completing early life support for the first three months of the new service, through reporting, analyst feedback, lessons learnt/knowledge amendments.Managing Escalations from end users, to ensure they are prioritised by resolver teams and resolved in a timely manner.Review survey feedback from end users, regarding their experience with the IT Helpdesk. To ensure feedback is fed back to analysts and to identify any knowledge gaps.Maintain the ‘End User Knowledge Base’, which includes fixes and information for end users to follow to resolve their issue before contacting the Helpdesk.Assist with any analyst queries where information cannot be found on a system/error. Investigate and engage with resolvers to efficiently find a solution/support team for the issue and add this to our Knowledge Base. Show less

• First Line Analyst

  • Dec 2017 - Oct 2019

  Take inbound calls, providing support for general IT faults. Perform technical, specialised troubleshooting for Santander branch hardware. Proficient in managing ServiceNow queues and building relationships with resolving teams to progress incidents. Assist colleagues with ticket progression and persistent issues as a Subject Matter Expert on the Help Desk.



Luton Sixth Form College

• IT Assessment Assessor

  • Oct 2017 - Dec 2017

  My role consisted of teaching IT BTEC students the content of their tests. Running through the tests with the students and setting up the test room and organising the test equipment.

• IT Support Assistant

  • Jul 2017 - Sep 2017

  - To re-image and update over 400 PCs and laptops- Installation of software and hardware- Configuration of desktop computers- Respond efficiently to service requests, and escalate problems if needed- Troubleshooting and accurate diagnosis of issues- Liaise with supervisor through on-going technical issues, to arrive at a desired solution



Luton Sixth Form College

• Luton, United Kingdom

• IT Support Assistant

  • Jul 2016 - Sep 2016



The Body Shop

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Assistant

  • Nov 2015 - Dec 2015

  Christmas Temporary Position Christmas Temporary Position



Luton Sixth Form College

• Luton, United Kingdom

• IT Support Assistant

  • Jul 2015 - Sep 2015



The Body Shop

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Assistant

  • Dec 2013 - Jan 2014

  Christmas Temporary Position Christmas Temporary Position



The Body Shop

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Assistant

  • Dec 2012 - Jan 2013

  Christmas Temporary Position Christmas Temporary Position