Birmingham, England, United Kingdom
A highly-motivated IT Technician / Support Analyst with a background of providing comprehensive technical support within critical business environments. Well-versed in performing diagnostics and resolving IT issues as well as supporting complex upgrades / migrations. Proven track record of successfully identifying root causes of issues, undertaking resolution and implementing change for improvements. A rational, methodical thinker who enjoys a challenge with the ability to work well under pressure. Strong customer service and communication skills with meticulous attention to detail.
Demonstrated exceptional technical proficiency in handling various IT systems, applications, and tools relevant to the service desk function. Provided timely and effective support to users, ensuring the resolution of technical issues and inquiries professionally and courteously. Collaborated with team members and stakeholders across departments to address complex issues and implement solutions that meet user needs and organizational objectives. Proactively identified and escalated critical issues, ensuring prompt resolution and minimal disruption to business operations. Maintained meticulous attention to detail in all aspects of work, ensuring accuracy and precision in data management and documentation. Actively participated in ongoing learning and professional development initiatives to stay updated on emerging technologies and best practices in the field. Recognized as the highest performer in the team for consistently exceeding performance targets and delivering exceptional results. Served as the primary point of contact for both internal and external stakeholders, facilitating clear communication and alignment of objectives. Led the migration of 7,000 users to a new system, ensuring a smooth transition and minimal disruption to business operations. Conducted training sessions for the service desk team on the new system, leveraging expertise to accelerate the onboarding process and enhance team capabilities despite a limited tenure.
Working on the Service Desk, taking ownership of queries / escalations and driving resolution for successful conclusions. Leading by example through best practice relating to Mitie company’s standards, values and behaviours. Ensuring ownership of issues is taken and tickets raised are resolved within defined timeframes. Undertaking work on various contracts, projects and initiatives at short notice to support the needs of the business. Trawling data output from systems to spot trends and make recommendations for improvements. Developing best practice within operations, facilitating in-house staff training and monitoring progress levels. Provided effective leadership and guidance to a high-performing service desk, supervisors, team leaders, and regional operational managers, driving seamless operations, optimizing performance, and fostering a culture of excellence and continuous improvement.
Managed 1st-line and 2nd-line support using Service Now ticketing system, escalating to 3rd line when necessary. Achieved rapid telephone response times, resolving over 50% of incidents within 10 seconds. Offered remote assistance and attended premises as required to resolve all issues effectively. Collaborated with airports nationwide and provide IT Infrastructure support for various devices. Independently managed the service desk during festive period, effectively handling and responding to emails and calls instantly whilst meeting first-contact SLA’s. Successfully managed complaints and expedited resolution, saving a multi-million-pound client contract through swift communication and efficient problem-solving.
Managing incoming contact from the Customer via email and phone Logging of Incidents / Requests in the support ticketing system Categorisation of Incidents with respect to their severity and urgency Management of 1st Line queue and personal queue of outstanding incidents and requests in priority order First contact fix of incidents Resolution of standard request types in a timely manner Escalation (functional) where Incident / Request is not responsibility of 1st Line