Service Desk - Skye Cloud - Dartford
(2025-10 - 2026-01)
Working within a MSP environment and supporting different companies with different platforms.
- Answer incoming call and logging tickets within a time period
- Booking onsite engineers to go on site to provide office support when needed
- Sending out equipment for the companies we supported for their new starters
Service Desk Support Analyst - Universal Music Group (UK) - Kings Cross
(2023-02 - 2025-06)
- Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email
- Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
- Develop and maintain a thorough working knowledge of in-house applications, computer hardware, Operating systems, on-line services and all other current technology used to support end users
- Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation
- Document issues and troubleshooting steps concisely in the ticketing system
- Follow up on open issues with escalation groups to provide updates to customers
- Interpret, analyse, research and resolve simple to moderately complex inquiries
IT Helpdesk Support - FNZ (UK) - Bishopsgate
(2021-12 - 2022-11)
Worked in a team of 10 & worked closely with SD manager and Head of IT
- Dealt with about 40 to 60 tickets a week supporting users worldwide
- Providing high quality and timely First Line Support to users through Helpdesk Software
- Desktop Deployment Services (preferably WDS)
- Active Directory Users & Groups management and Group policy
- Email systems including Exchange 2010; All user access for FNZ Internal bespoke applications
- All Corporate office systems including Printers, Faxes, IP Phone, Desktop/Laptops and Mobile Devices
- Asset Register Maintenance
- Proved basic training to new starters
IT Support - Tootbus - Wandsworth
(2021-07 - 2021-10)
Worked closely with the IT manager in a two man team
- Active Directory Users & Groups management and Group policy
- Providing high quality and timely to office members and people of the public
- Fixing card machines when they are not working
- Email systems including Exchange 2010
- Looking after printers
Customer Advisor - B&Q - Dartford
(2021-02 - 2021-06)
- Managing stock
- Setting up displays
- Making sure your store looks great
- Great customer service
- Dealing with returns and giving refunds
- Become a drivers mate later on in the role
Junior Service Desk Support - Hempsons - St Paul's
(2019-12 - 2020-03)
- 1st line support, prioritizing calls and Service request / Incident queue, escalating them only where necessary, ensuring that service levels are maintained
- Ensuring that each support call is dealt with promptly, efficiently and professionally
- Worked in a small team dealing with tickets from users in our offices in London, Newcastle and Leeds
- Entering issue details into the firm's Call Logging System ensuring timely resolution of problems within SLA, with attention to detail
- Providing telephone technical support to the firm's internal users of computer applications and hardware
- Supporting the New Starter & Leavers processes
Technical Support Engineer - The Future Laboratory - Shoreditch
(2018-01 - 2018-03)
- Provide 1st line support on Mac OS systems
- Set up & configure new users
- Administer access and permissions to file servers in open directory
- Enroll computers to the casper system
- Administer office 365 services and permissions
- Worked on High Sierra
Desktop Support Analyst - Hearst Magazines UK - Carnaby Street
(2017-07 - 2017-09)
- Provide 1st line support with users on Mac & Windows systems
- Worked in a small team dealing with tickets from England and America
- Set up & configure new users
- Administer access and permissions to file servers in open directory
- Enroll computers on the casper system
- Administer office 365 services and permissions
- Logging issues
- Responsible for tracking storage usage and monitoring housekeeping
IT Technician Coordinator - Princess Productions LTD - Bayswater
(2014-08 - 2017-06)
- Giving 1st & 2nd line support on Mac OS systems
- Working in a small team and closing around 60 tickets a week
- Desktop Installs
- Creating new starters
- Printer maintenance
- Consumable stock management
- Proved basic training to new starters
- Doing cabling in the office
- Looking after office phones installs
Receptionist - Manley Summers Recruitment & Training Services - London Bridge
(2010-06 - 2014-01)
- Taking calls and messages in busy times
- Providing a polite and courteous customer service to all visitors and students either face to face and on the telephone
- Undertake promotional activities
- Ensuring that electronic paper work was kept up to date for all students
- Ensuring that the reception area was tidy and had up to date info
- Invigilator for all NVQ & functional skills for learners young & old
