Desktop Support IT Support Engineer
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With over six years of experience in IT support roles across both the public and private sectors (having worked for large financial firms such as Natwest and Deloitte), I have developed a comprehensive skill set in providing technical support to staff which includes troubleshooting and user assistance.
In my current role at NatWest Bank, as an Azure Support Engineer, I have gained extensive experience supporting Azure Virtual Machines, M365, MS Application, PowerShell and AD, managing various support queues, and providing remote assistance using Citrix Daas. I am skilled in resolving technical issues related to applications, software, operating systems, and access controls, with a particular focus on delivering first-contact resolution for end-users. My ability to use tools like PowerShell, ServiceNow, and Office 365 to manage user access, troubleshoot, and escalate issues ensures smooth service delivery in a fast-paced IT environment.
Previously, at Deloitte, one of the largest professional services firms in the world by both revenue and number of employees, I worked as a Senior Service Desk Analyst. I took ownership of technical support for over 17,000 employees across multiple departments, handling issues ranging from password resets to hardware diagnostics. I was responsible for troubleshooting issues in both Windows and Mac environments, utilizing tools such as Citrix and Microsoft Identity Manager to support users effectively.
I pride myself on my ability to communicate complex technical concepts to non-technical staff and providing them with solutions in a professional and courteous manner. I was also responsible for providing the new starters with Work iPhones, Laptops, PC Desktops and other technical devices relevant to their roles.
My role at Scania UK further enhanced my ability to manage multiple IT incidents, prioritize support tickets, and ensure service level agreements were consistently met. Whether diagnosing Citrix and O365 issues or configuring new user accounts in Active Directory and Office 365 Admin Console, I am comfortable in a fast-paced environment where multi-tasking and excellent customer service are key.
