Alison Turner
ServiceDesk Analyst
South Norwood,Surrey
Summary
Personal Summary - Dedicated ServiceDesk Analyst with over 12 years of experience. Thrives under pressure and adapts to challenges with ingenuity and resilience. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and working on projects.
Overview
12
12
years of professional experience
Work History
ICT ServiceDesk Officer
Cheshire East & Cheshire West County Councils
04.2023 - Current
- ITIL certification, Management and support of all service incidents and requests
- Managing, prioritising, responding and resolving tickets via IT ServiceDesk portal HALO
- Providing concise and accurate documentation on dealing with recurring issues for incidents and requests
- Providing remote support to users working from home using Citrix and NetScaler GateWay (Crypto Card)
- Supporting users for all Council bespoke application software issues
- Maintaining user's administration on Active Directory, Exchange, SCCM & EPO accounts
- Providing first line support of resolution of all user queries, ensuring functional escalation to appropriate IT support teams
- Receiving and logging calls, managing calls via phone, email and IT ServiceDesk Portal (Intranet)
- Escalating issues and any unresolved calls to 2nd line support where problems cannot be resolved at 1st Line Support level
- Maintained system compliance with legal requirements and company security standards.
ServiceDesk Analyst
Lincolnshire County Council
12.2020 - 03.2023
- Managing, prioritising, responding and resolving tickets via ServiceNow
- Managing of service incidents and requests in line with ITIL Incident Management
- Maintaining user account administration for Active Directory and Exchange
- Providing hardware and software support for all users
- Assisting with Remote Access and VPN issues for users working from home
- Providing mobile support for Android devices
- Supporting users using Citrix, RDS and Net Scaler Gateway
- Performing support and administration for O365 issues
- To achieve permanent resolutions to problems identified in Lincolnshire County Council and software applications, their services, infrastructure and equipment
- Providing user support and assisting end-users in using new and existing technology at all office sites
- Providing remote support assistance over phone through use of remote support tools using TeamViewer and SCCM
1st Line IT Analyst
CDW Limited
06.2020 - 10.2020
- Maintaining and providing IT support services for critical business functions for companies line support of Wintel / Retail servers and hardware-related incidents
- Monitor, progress and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan
- Escalate potential problem issues with Problem and Incident Management and escalate incidents where first-time fix is not possible to either 2nd line support or relevant resolver group
- Regularly update incidents logged on Incident Management system and provide end users with technical solution within Service Level Agreement
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
IT Service Desk Analyst
Royal National Theatre
06.2019 - 04.2020
- Troubleshooting technical issues, resolving or escalating hardware or software issues
- Creating new users and groups in Active Directory, Tessitura and other NT platforms
- Providing support in roll-out of new applications and platforms
- Performed and assisted in monitoring and maintaining computer systems and networks
- Providing and creating support information, including creating procedural documentation and reporting
- Providing remote support assistance over phone, through use of remote support tools using SCCM
- Providing first line support of resolution of user queries, ensuring functional escalation to appropriate IT support teams
- Responsible for all access requests and administration of Active Directory and MS Exchange
1st Line Support Analyst / Administrator
The Cabinet Office
11.2017 - 12.2018
- Receiving and logging calls, managing calls via phone, email and Customer Portal on intranet
- Maintaining Asset Database and tracking all asset changes
- Updating and maintaining Asset Management in Fresh Service
- Logging all calls in Service Desk Call Logging system (Fresh Service) and maintaining high degree of customer service for all support queries and adhere to all service management principles
- Creation of all New Starter user accounts and closure of all AD and other system accounts for Leavers
- Providing support of all GMAIL Administration, Google Calendars and Google Drive
- Training and deployment of all New Starters with Google Admin authentication and network access
- Supporting and deploying Smartphones IOS & Android mobile phones for current users and New Starters
- Tracking and monitoring all Leavers and ensuring that leavers process is followed, that tickets are raised for all Leavers and disclosed to Service Desk
- Ensuring that all hardware is returned to Service Desk / Tech Bar and employ methods to retrieve all IT assets and equipment
- Liaised with third party supplier and cease all mobile contracts with regards to return of all mobile equipment
User Support Engineer
Islington Council
04.2017 - 10.2017
- Managed over 50 incidents, requests, changes and problems in line with ITIL incident management and actioning change management and problem management processes and local procedures
- Creating, reviewing and updating documentation to assist with resolution of incidents and fulfilment of service requests
- Maintaining records relating to incidents and requests regarding hardware assets and software licensing and other aspects of IT Service Management
- Providing user support and assisting end-users in using new and existing technology for all council sites in Islington
- Dealing with bespoke application software installations and upgrades and verifying hardware and software applications
- Evaluating system functionality of systems to ensure that IT facilities meet Council's needs
- Supporting remote users using Citrix and NetScaler GateWay (Crypto Card)
- Contribute to organisational policies regarding quality standards and strategic planning
- To achieve permanent resolutions to problems identified in Council's software, services, infrastructure and equipment and to work proactively to ensure that incidents are prevented where possible and future problems are identified as quickly as possible
- Troubleshooting Active Directory replication problems and creating standard processes for group policy deployment
- Achieved high levels of customer satisfaction by proactively ensuring prompt resolution of support cases.
- Closed 50% support issues faster than target resolution times.
IT Service Desk Analyst
Financial Ombudsman Service
12.2014 - 04.2017
- Managed and resolved over 300 Incidents and Problems, working within documented ITIL processes, identifying root cause of Incidents and problems in order to achieve permanent workable resolution and referring problems onto Problem Management if issue persist
- Dealing with BAU queries and with enterprise Service Management Tool
- Managing incidents, service requests and problem changes with integrated toolset
- Providing and operating service management processes using ITIL
- Coordinate internal projects and determine best utilization of resources to increase customer satisfaction
- Providing technical user support to ensure all calls to service desk are logged, tracked and managed as required through to closure
- Managing remote access token requests for home-based users ensuring that requests are fulfilled within established service levels
- Administration of Active Directory, third party application user administration as well as intranet issues and voice systems
- Developing and publishing service desk procedures and user support documentation
- Assisting in identification and tracking of items within service desk asset and user database guaranteeing up-to-date asset listing to facilitate effective change management
- Adherence to Service Level Agreements (SLAs) and working to ITIL framework when using any Service Desk tools and also ensuring that all incidents and requests are raised through agreed process
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
ICT Service Desk Analyst
Brighton & Hove Council
04.2014 - 11.2014
- Provided support to over 500 ICT customers in order to ensure timely and effective resolution of Incidents and Tasks concerning ICT equipment, software and services thereby maintaining productivity within organisation
- Configuring printer settings on printing devices and standard PC machines
- To ensure smooth, timely and successful installation of ICT equipment and to assist in analysis, planning and execution of ICT-related functions in support of configuration changes and scheduled operations
- To undertake analysis, planning and execution of ICT-related functions for variety of ICT changes, installations or upgrades, ensuring that are carried out on time and liaising appropriately with colleagues, in order to ensure seamless transition from old configuration to new
- Deal effectively with complaints made by customers in line with BMG's complaints procedure ensuring issues are acted upon to prevent future recurrence
- Provided ad-hoc advice, guidance and training for customers and ICT staff in order to assist in colleagues' professional development and to increase customer satisfaction and reduce likelihood of future Incidents
- Created, reviewed and maintained up-to-date technical information for both customers and ICT staff and to share knowledge which enables staff to support ICT infrastructure and system
Application Support Officer
Office of Fair Trading
12.2013 - 03.2014
- Provided support on all in-house business applications and responsible for management of all aspects of application support
- Setting up of users on OFT business applications namely CMS (bespoke case management system), PROMOD (bespoke consumer credit licence processing application) and AGRESSO (ERP functions)
- Troubleshooting hardware issues for tablets, iPads and Notebooks
- Assisting colleagues and users in defining acceptance tests for automated systems and non-functional aspects of system
- Collecting routine database performance statistics and managing reports on improvement and regular activities in accordance with SLA's
- Administration of database management tools to investigate, diagnose and resolve database issues within SLA tolerances, referring to database users and suppliers as necessary
- Maintaining system security, control and user access to databases
- Working with application developers, support staff and external software vendors to troubleshoot site-specific performance issues, escalating issue to developers for software fixes or implementation of database improvements
Application Support
Toshiba Carrier UK Ltd
06.2013 - 12.2013
- Development
- Administration of all IT systems and support of Active Directory
- Development and support of bespoke in-house systems and new software
- Managing all New Starters, Leavers and Movers processes
- Managing performance key reporting and SOX analysis for all in-house systems
- Responsible for quarterly software compliance evaluation updates
- Managing and processing of forms to support business needs and SOX-compliancy
- Management of assignments and escalations of unresolved incidents in line with agreed incident procedures
Operations & Service Desk Analyst
MetLife Group
07.2011 - 04.2013
- Performing daily checks of production server systems including VMS, Unix (Solaris) and all Window environments
- Raising over 100 tickets for Infrastructure, Application and Business teams for all application, database and all server access requests and issues
- Maintaining user's administration on Active Directory, Exchange, SCCM & EPO accounts
- Perform support and troubleshooting of all applications/system level issues
- Administering and supporting access to all key Apache, Aegis, AXIS and internal applications including market data and all financial transaction systems
- Deal with and resolve user queries relating to all IT systems and user support of all systems supported by Service Desk
- Responsible for all banking downloads of monthly payments and unpaid direct debits using Experian Gateway Console
- Experience with ITIL practices for IT Service Management
- Performed checking, housekeeping and other preventative maintenance.
- Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
Education
Certificate of Higher Education -
Kimberley Girl's High School
Kimberley, South Africa11.1984
Skills
IT SKILLS
- Microsoft Office Outlook 2010 / 2016
- Office 365
- Microsoft Windows 7, 10 & 11
- Active Directory
- Remedy & Service Centre & LAN Desk & HALO
- Citrix Gateway
- ServiceNow & Fresh Service & Support Works
- Microsoft Azure AD
- Microsoft 365 Admin
- Microsoft In Tune Admin
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ICT ServiceDesk Officer
Cheshire East & Cheshire West County Councils
04.2023 - Current
ServiceDesk Analyst
Lincolnshire County Council
12.2020 - 03.2023
1st Line IT Analyst
CDW Limited
06.2020 - 10.2020
IT Service Desk Analyst
Royal National Theatre
06.2019 - 04.2020
1st Line Support Analyst / Administrator
The Cabinet Office
11.2017 - 12.2018
User Support Engineer
Islington Council
04.2017 - 10.2017
IT Service Desk Analyst
Financial Ombudsman Service
12.2014 - 04.2017
ICT Service Desk Analyst
Brighton & Hove Council
04.2014 - 11.2014
Application Support Officer
Office of Fair Trading
12.2013 - 03.2014
Application Support
Toshiba Carrier UK Ltd
06.2013 - 12.2013
Operations & Service Desk Analyst
MetLife Group
07.2011 - 04.2013
Certificate of Higher Education -
Kimberley Girl's High School
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