Newcastle Upon Tyne, England, United Kingdom
Experienced IT Support Analyst with a demonstrated history of working in Customer Service in both Support and customer facing roles. Driven by an eagerness to learn, I deliver a pragmatic approach to working practices and procedures, striving for results at the first time of asking. I am happy working as part of a team, as well as on my own initiative and I am also happy to take on a leadership role where appropriate.
Mobile Support Technician providing on-site support to Greencore sites across the UK.
IT Support Analyst responsible for providing support to internal staff members, mainly through the use of JIRA Service Desk spanning across all parts of IT within InsureTheBox. These included: - Policy corrections/data fixes - Discovering the root cause of issues and escalating for permanent fixes. - Desktop support, both Hardware and Software. - Computer imaging and building - Windows 7, Windows 10 OS support - Microsoft Office 2010 - 365, - Active Directory management, including access requests, DNS, DHCP. - Processing starters and leavers. - Networking diagnostics. - Providing remote desktop support to InsureTheBox's London office - Providing support via telecommunication where necessary - BCP planning/Testing - Kaspersky Endpoint Security administration - Production of Knowledge Base Articles - General IT housekeeping - Equipment Procurement
Worked as an integral part of the IT Service Center for British Airways, providing first line incident management and request handling to British Airways staff and contractors. I was required to assess incident severity, providing first time fixes where possible, or escalating issues when necessary, ensuring incidents/requests were resolved within specific Service Level Agreement time scales. This required a broad understanding of using Windows 7 and Microsoft Office365, as well as essential knowledge relating to Active Directory, Systems Access and various other systems within British Airways.