Senior IT Service Desk Analyst

• Nov 2010 - Present

Providing 1st line support to users with any IT queries within the business, performing accurate information gathering around the fault and ensuring this is logged promptly to the resolving team for quick resolution. Maintaining open ticket queues to ensure that no issues are left outstanding for the end user for an extended period of time. Answering telephone calls promptly and professionally so that end users feel confident in my ability to deal with their queries. Writing and updating process documents for my role to ensure that current and future members of my team are all able to carry out procedures quickly and accurately. Ensuring the business meets its licensing limits for software requested by our users and that correct authorisation is received for future audits. Training new members of staff in IT procedures within my own team or outside of my team to ensure we are all working towards the same goal for the end user. Suggesting improvements to procedures to streamline work and provide a quicker service for end users. Show less

Station Manager

• Jul 2010 - Oct 2010

Team Manager

• Mar 2003 - Jul 2010