Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Angela Ashforth

Service Desk Analyst
Newcastle-u-Lyme

Summary

A technical customer support specialist with nearly 20 years experience, with the past 10 years spent in the highly regulated pharmacy IT sector


Adept in diagnosing. A friendly customer centric analyst, focusing on putting the customer at ease. Effectively managing difficult situations with confidence


Enjoy working with colleagues and branches

Overview

19
19
years of professional experience

Work History

IT service desk analyst

Bestway
Stoke on trent, United Kingdom
07.2015 - Current


  • Resolve technical issues with a customer-focused respectful approach.
  • Improved service delivery by efficiently handling IT service requests.
  • Provide technical support to colleagues.
  • Escalate complex problems to senior IT staff for awareness and a swift resolution.
  • Collaborated closely with other IT teams, providing comprehensive support solutions.
  • Assisted in the rollout of new software applications, increasing operational efficiency.
  • Manage software installations and updates with minimal disruption to users' work schedules.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
  • Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
  • Log and follow up on unresolved issues to resolve the issues
  • Ensuring all Tickets raised in TopDesk have all relevant details and appropriate priorities set on each call and ensuring SLA is met
  • Updating branches on outstanding calls in TopDesk with regards to when an engineer will be attending and also emailing escalations to relevant team members
  • install and being first point contact if any issues arise to raise with suppliers

Service Desk Support

Entrust
Stafford, Staffordshire
04.2006 - 05.2015
  • Handled incoming service desk support requests professionally and efficiently for swift, effective resolution.
  • Improved customer satisfaction by providing excellent service desk support.
  • Assured smooth operation of help desk for efficient customer service.
  • Triaged calls within desired timeframes, liaising with other departments and supporting services to provide appropriate support.
  • Supported the Schools IT issues, password resets and software queries

Skills

Service-Oriented mindset

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Accomplishments

Received Awards for Outstanding Customer Services

Timeline

IT service desk analyst

Bestway
07.2015 - Current

Service Desk Support

Entrust
04.2006 - 05.2015

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Angela AshforthService Desk Analyst