Leigh Gibson

Available at short notice seasoned professional with 10+ years of experience across 1st support, specialising in incident management, service request fulfilment, and technical escalation. Skilled in Microsoft 365, Active Directory, endpoint configuration, and remote support across hybrid and on-site environments. Instrumental in resolving technical issues in line with ITIL processes and SLA targets, while enhancing knowledge base resources and supporting secure IT operations.

Known for clear, confident communication and the ability to translate technical concepts into simple, user-friendly guidance while maintaining a strong customer focus.

Service Desk Analyst - Hodge Jones & Allen - London

(2024-05)

• Deliver technical assistance for onsite and virtual audio-visual presentations while maintaining documentation within ServiceDesk Plus to improve knowledge sharing and troubleshooting efficiency.
• Configure, deploy, rebuild, and secure desktop computers and laptops for new employees and remote personnel, including workstation preparation, VoIP telephone installation, OneDrive integration, and encrypted USB provisioning.
• Perform patch management for organisational computers and telephony equipment to uphold network security, device reliability, and system functionality.
• Resolved service desk enquiries by coordinating frontline IT support through ticketing platforms, telephone communication, and face-to-face assistance while directing request allocation across technical support teams to ensure timely resolution.
• Strengthened user access security and communication management by administering accounts, permissions, and email security functions through Active Directory and Mimecast for internal personnel, contractors, and external users.
• Managed professional research and collaboration accounts through LexisNexis and TeamUp while converting, compiling, and editing multimedia evidence for court proceedings in accordance with legal and evidential requirements.

Service Desk Analyst - AccessPay - Manchester

(2022-02 - 2024-05)

• Coordinated active cases, organised service desk communications, and handled escalations to 2nd and 3rd Line support teams alongside wider business units to secure efficient resolution outcomes.
• Monitored incident progress from initial reporting through completion, producing performance updates to oversee service delivery and operational efficiency.
• Provided cyber security guidance, technical assistance, and end-user training to improve online safety awareness and expand system utilisation.
• Resolved transaction issues, payment enquiries, file configuration requests, and user interface setup queries for UK and international clients by delivering 1st Line Service Desk support.
• Guaranteed incident management and request handling by applying analytical problem-solving and sound judgment to uncover concerns, log incidents, and process service requests through ticketing systems.
• Restored system functionality and improved user issue resolution by investigating technical faults relating to AccessPay software and guiding users through corrective actions and troubleshooting procedures.

1st Line Technical Support & Data Analyst - Bolt Burdon Kemp - London

(2018-04 - 2022-02)

• Managed content across blog, website, and social media channels while providing guidance on SEO, hashtag strategy, web traffic analysis, and data interpretation to contribute to digital optimisation efforts.
• Manipulated CMS data to enable mail-merge campaigns, produce marketing insights, generate infographics, and compile reporting outputs.
• Maintained reporting documentation on data trends via the organisation's intranet to assist internal visibility of information.
• Supported end users across a busy legal environment within Bolt Burdon Kemp by offering IT helpdesk, troubleshooting, and desktop support services to solicitors and paralegals.
• Confirmed continuity of legal operations during the COVID-19 period by serving as the primary technical contact for office-based teams, facilitating remote working, and delivering training on virtual office and remote access software.

Data Analyst & CRM Database Administrator - Igloo Law - London

(2015-03 - 2018-03)

• Administered business data systems, content management platforms and CRM databases on a daily basis to maintain integrity, accessibility and workflow efficiency.
• Interpreted large-scale CRM datasets to extract actionable trends, informing targeted marketing strategies and campaign optimisation.
• Produced reports for senior leadership detailing marketing performance, client engagement metrics and campaign effectiveness to support strategic decision-making.
• Maintained data accuracy and operational continuity across marketing, IT and helpdesk functions for Igloo Law, Bolt Burdon, Bolt Burdon Kemp and Lynne Burdon Coaching through comprehensive database and analytical support.
• Enhanced clarity, usability and audience engagement within the legal services sector by refining web and intranet content.
• Sustained consistent digital engagement and boosted online presence through weekly blog curation and distribution across online platforms and email channels.

Business Support Officer - London Borough of Camden - London

Membership Support Administrator - Chartered Institute of Public Relations (CIPR) - London

Administrative & Customer Support Roles - Raiser's Edge / The Brain Research Trust / St. Christopher's Hospice / Asthma UK / Sainsbury's - London

CompTIA A+ Training Course - Impact IT Training

Intermediate GNVQ in ICT - ICT - Westminster Kingsway College

Foundation Degree - Printing & Publishing Production - London College of Communication

C&G L1 Certificate - Bookkeeping and Accounting - Southwark College