Experience

Tela Technology

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Service Desk Coordinator

  • May 2021 - Present

• Service Desk Analyst

  • Oct 2017 - Present

  I work within a large company that is based throughout the UK. My office base is in Inverurie, Aberdeenshire, and we support a wide variety of customers throughout the UK, in particular the north of Scotland.My responsibilities vary from answering phone calls, emails and tickets that come into our system from users who have issues, to also carrying out support for backups, setting up new machines, tablets and laptops, carry out the setup of routers, looking into maintenance of servers for the companies that we support and logging items that have been purchased into a catalogue. Other various tasks I work on through my role are account management, where I work closely with customers in the north of Scotland ensuring they get the best service available for them. I also support fellow colleagues in building their knowledge on different aspects from customer setups to learning new skills. Another task I am able to carry out is being able to work with out customers to be able to quote what they’re looking for in terms of kit, support and services that we have available. Show less



Coltest Ltd

• United Kingdom
• Information Technology & Services

• Information Technology Technician

  • Oct 2017 - Jul 2019

  I work as part of a team of people who support various companies throughout the North of Scotland. My responsibilities vary from answering phone calls, emails and tickets that come into our system from users who have issues, to also carrying out support for backups, setting up new machines, tablets and laptops, carry out the setup of routers, looking into maintenance of servers for the companies that we support and logging items that have been purchased into a catalogue. Also, through my role I have and currently am expanding my knowledge on various areas such as various operating systems which in the past I haven’t done much work on. I have also developed my knowledge and information on the different office packages that are available for users to have. Another item of software I have a bit of knowledge in is the Sage accounts and Sage payroll packages. Show less



Perth & Kinross Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• IT Support Technician

  • May 2017 - Sep 2017

  Through this job role, I support various types of people. This can range from Children in Schools to Adults either working for the Council or who come in and use the council. Through this I can work supporting them through various types of communication, that can include through a telephone call through our help desk, through an email or even face to face contact.I also created schedules for installations of software within a large department setup. When I did this, I organised with colleagues to set out a structure on getting this completed. While talking to colleagues within my team and others within other teams.As a member of this team, it helps me understand the demand and request that are more commonly asked from users. Some of the requests can vary and some are more practical based than first intended to be.I have gained a lot of knowledge for this role as when I first started, I was a student, which then gave me the knowledge and confidence to go for it and carry on my career into this type of industry a bit further. Now I can support new people and newer students who come into the role. Show less

• IT Student

  • Jun 2013 - May 2017

  I worked as part of a team of people who helped support the district of Perth and Kinross. In this role I worked one day a week while at university and then that would sometimes be increased, depending on the time of year, to three or four. Through my job role I gain the understanding and knowledge of what is expected of the position as a member of staff within IT at a large corporation. I also learned how to work as part of a big team who can be split into smaller groups, taking instruction and completing tasks provided. The various tasks ranged from setting up devices such as computers, laptops and tablets (iPads), working on tickets, which came through our system, whether they were logged by a colleague or by the user themselves through the online portal provided, so we could provide users with support for issues and working with other teams to fix a problem that had arisen. When interacting with customers or colleagues I would investigate what was the task at hand, the tasks I was apart of often changed week to week. When I would support a customer, they could have issues ranging from password changes to a fault piece of equipment that needs to be fully or just a part replaced to get back working. There could also be the requirement to install software which would need to be scheduled out. If I couldn’t complete the work, I had been given for the day I would summarise what work I carried out and put that into a note for my colleague who was coming in next to complete the job if possible. Show less



B&Q

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Service Advisor

  • Mar 2015 - Jan 2017

  After being away from the company for a few months I came back as it was a job that helped me if different areas, while my job role was like as it was before I carried out a few more different tasks. Also, during this time, I moved stores to the Dundee branch which is a lot larger than Perth. While I still operated as part of a team using checkouts, self-checkouts and I also worked on the shop floor, providing various people with information that they required with specific items. I was also a part of The People's Forum; this role gave me the responsibility to work closely with my colleagues from other locations/ stores, looking into the current events that were coming up or happening within the business. While working within my own store I would organise meetings with other staff members to investigate issues that they were having instore, this could be people having problems with holidays or something within the stores new range or layout. Show less



B&Q

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Advisor

  • Dec 2013 - Jul 2014

  When I moved into this job, I found this job to be a step in the right direction as I was more customer facing than in my previous job. I worked mainly on the checkouts and returns area. I also ensured that the customers had a pleasant time within the store from the moment they walked in the door to the moment that they left the building. I done this through asking them if they would like help if they looked lost or when they came up to ask for help or advice. If I was unsure on what information was correct to give customers I would contact another member of staff and ask them if they were able to help at that moment in time to ensure the customer got what they wanted or got the information that they needed. While I was working on returns, I also worked stock by putting it back to its correct locations through using my knowledge of the store or through using RF locations. Aside from that I also cancelled and checked orders, checked stock and locations, answered telephone calls coming into store from customers or other stores looking for information or stock and I also ensured the front of shop was presentable for customers coming into the store, I done this by checking baskets were tided away neatly, checking stock in baskets at the front and straightening up displays. Show less



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Crew Member

  • Jun 2013 - Dec 2013

  I was working within the kitchen providing food for the customers. I created the customer orders to their request; this would often mean adding or removing certain items of food from the burger/wrap or meal in general. In this role I would have to make sure that the food was always fresh by following timecards and the temperatures were correct for eating also. While working in the kitchen it was key to communicate with fellow staff members on either side of the grill and chicken sides, depending on which side I was on, while also communicating with others at the front on tills. Through communication we were ensuring that the customer got the best service and that their food was always hot as well. Show less