Cassian Powell
Service Desk Analyst
Bristol
Summary
Motivated IT Support professional with hands-on experience leading helpdesk operations, resolving technical issues, and supporting a wide range of technologies. I thrive on problem-solving, clear communication, and delivering an excellent customer experience. With strong skills in IT support, database troubleshooting, and Microsoft 365 administration, I bring both technical knowledge and a proactive, customer-first approach to every role.
Overview
11
11
years of professional experience
Work History
Service Desk Analyst (Contract)
Babcock International / ISHelp
03.2025 - Current
- Provide first-line IT support via phone and email, resolving incidents in line with ITIL practices.
- Manage support tickets using ITSM tools. Troubleshoot Oracle databases, VMware, and Microsoft apps.
- Escalate only when necessary while maintaining clear communication with users.
IT Support Technician (Level 3 Apprenticeship, Distinction)
Accelerate People Ltd / Hereford Sixth Form College
05.2023 - 03.2025
- Completed a 22-month programme (40-hour week, with 6 hours per week dedicated to training).
- Led the IT Helpdesk, managing tickets via email, remote access, and in-person support.
- Administered Active Directory, Office 365, Teams, Entra ID, and Exchange Admin Centre.
- Provided second-line classroom technology support and gained experience with domain controllers and virtual networking environments.
Christmas Online Assistant
The Food Warehouse (Iceland Foods)
11.2022 - 01.2023
- Ensured accuracy and timely delivery of online orders while maintaining excellent customer service.
Delivery Rider
Just Eat, Deliveroo & Uber Eats
01.2019 - 11.2022
- Delivered food orders promptly and accurately.
- Maintained excellent customer service and time management skills.
Shareholder Administrator
Aviva (Computershare)
01.2017 - 04.2017
- Supported a major data migration project, ensuring accuracy and data security.
- Assisted shareholders with enquiries and processed documentation.
Stockroom Assistant
Next plc
06.2016 - 09.2016
- Processed deliveries and replenished stock efficiently.
- Assisted with online order fulfilment.
Night Shift Replenishment Assistant
Sainsbury’s plc
07.2015 - 01.2016
- Restocked shelves overnight to maintain high presentation standards and supported stock rotation.
Hospitality Assistant
Waitrose & Partners
04.2014 - 07.2015
- Provided customer service in the café, operated tills, and supported stock management.
Education
Bachelor of Science - Computer Science
University of The West of England
01.2019
A-Levels - Biology (C), Mathematics (C), Psychology (E)
Hereford Sixth Form College
01.2015
11 GCSEs - Further Mathematics (A), Additional Science (A)
Bishop of Hereford’s Bluecoat School
01.2013
Skills
- Operating Systems: Windows, macOS, Linux
- Active Directory & Microsoft 365 administration
- Troubleshooting web-based applications
- ITSM tools (FreshService, SupportWorks)
- Domain controllers & virtualised environments
- Oracle database and VMware troubleshooting
- Strong communication and teamwork
- Analytical problem-solving abilities
- Customer-focused with ability to stay calm under pressure
Interests
Chess: Competitive play in leagues and competitions, Fitness: Regular running and gym sessions, Travel: Experienced in exploring new cultures, including a gap year in Thailand and Cambodia
Timeline
Service Desk Analyst (Contract)
Babcock International / ISHelp
03.2025 - Current
IT Support Technician (Level 3 Apprenticeship, Distinction)
Accelerate People Ltd / Hereford Sixth Form College
05.2023 - 03.2025
Christmas Online Assistant
The Food Warehouse (Iceland Foods)
11.2022 - 01.2023
Delivery Rider
Just Eat, Deliveroo & Uber Eats
01.2019 - 11.2022
Shareholder Administrator
Aviva (Computershare)
01.2017 - 04.2017
Stockroom Assistant
Next plc
06.2016 - 09.2016
Night Shift Replenishment Assistant
Sainsbury’s plc
07.2015 - 01.2016
Hospitality Assistant
Waitrose & Partners
04.2014 - 07.2015
A-Levels - Biology (C), Mathematics (C), Psychology (E)
Hereford Sixth Form College
11 GCSEs - Further Mathematics (A), Additional Science (A)
Bishop of Hereford’s Bluecoat School
Bachelor of Science - Computer Science
University of The West of England
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