Philip Holland

Energetic and customer-focused IT support professional with extensive experience in 1st line service desk environments across corporate, public sector, and charity settings. ITIL v4 certified, skilled in Microsoft 365, Windows support, Active Directory, and incident/request management. Known for clear communication, strong troubleshooting ability, and a calm, supportive approach with users at all levels.

Seeking a full-time role to contribute reliable, high-quality IT support within a collaborative team.

Admin / Project Support (Volunteer) at Shelter (2025-07 – Present)

Provide first-line technical support to volunteers and support day-to-day office operations

• Provide first-line technical support to volunteers, resolving issues with Microsoft 365, account access, and hardware.
• Escalate complex incidents to the IT Helpdesk with clear documentation.
• Train volunteers in Office 365, Excel, and Google Maps to improve confidence and productivity.
• Support day-to-day office operations, including device setup, laptop troubleshooting, and coordination with project leads.

Admin / Reception (Volunteer) at Back on Track (2023-01 – 2025-07)

Delivered front-desk reception, visitor management, and call handling in a busy community environment

• Delivered front-desk reception, visitor management, and call handling in a busy community environment.
• Supported staff and volunteers with basic IT queries, account access, and equipment setup.
• Trained new volunteers and maintained office security and confidentiality procedures.
• Managed calendars, meeting room bookings, and general administrative tasks.

IT Service Delivery Analyst at Sinclair Knight Merz / Jacobs (2008-06 – 2020-07)

Delivered 1st and 2nd line support across multiple UK sites, managing incidents and service requests within SLA

• Delivered 1st and 2nd line support across multiple UK sites, managing incidents and service requests within SLA.
• Led IT projects including office relocations, hardware refreshes, and site migrations.
• Created knowledge base articles and authored IT processes used across the organisation.
• Acted as Office 365 champion, supporting global teams and improving user experience.
• Managed secure network setups, documentation, and coordination with technical teams.

Helpdesk Analyst at GVA Grimley (2007-12 – 2008-05)

Provided remote support and managed tickets, supporting new starter setup and access management

• Provided remote support using Netop and managed tickets through Touchpaper.
• Supported new starter setup, access management, and hardware configuration.
• Resolved issues involving Windows OS, VPNs, Blackberry devices, and Cisco IP phones.

Helpdesk & IT Support (Various Roles) at Multiple Organisations (2000-01 – 2007-12)

Delivered IT support across healthcare, education, retail, and digital environments

• Delivered IT support across healthcare, education, retail, and digital environments.
• Supported Windows servers, Exchange, SQL, and bespoke systems.
• Consistently achieved high fix rates and positive user feedback.

BTEC IT (Foundation) in Information Technology – Tameside College