Jonathan Blair

I've provided first-line support for a total of 3 years and I'm passionate about building relationships with new and existing customers and reflecting this in the quality of the service that I provide.

I have worked in the capacity of a Technical Support Analyst and IS Helpdesk Technician in both past and current employment.

The two roles share a large number of duties and responsibilities that encompassed the following:

• Effectively communicated with customers both written and verbally.
• Consistently reduced and maintained low ticket numbers as well as customer waiting times.
• Proactively responded to calls from customers and escalated queries and issues in a timely and structured fashion.
• Created knowledge articles to assist clients with system operation. 
• Worked as part of a team to prioritise issues and queries and worked to resolve them in a timely fashion. 

Teesside University - BSc (Hons) Information Technology (First Class Honours).