Chelsy Hu
Hayes, London
Summary
Results-driven IT Service Desk professional with a proven track record of supporting 3,000+ clinical and corporate users. Expertise in acting as a single point of contact for complex IT incidents, supporting over 3,000 technical hardware items, and providing a first-time fix for approximately 4,500 calls a month. Adept at incident life-cycle management, software/hardware configuration, and user access administration in strict accordance with SLAs and security policies. Committed to enhancing digital service delivery through technical documentation, peer training, and cross-functional collaboration.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work history
IT Service Desk Analyst
East of England Community Health and Care NHS Trust
2025.11 - 2026.07
- User Support: Act as the single point of contact for over 3,000 staff members across multiple locations and remote settings, operating smoothly within an ITIL framework.
- Technical Troubleshooting: Manage daily service requests and complex IT incidents; troubleshoot network, software, and administrative systems.
- Platform Management: Administer and manage user access and permissions across key Microsoft platforms, including Exchange, Intune, and Entra.
- Hardware & Vendor Liaison: Handle the physical setup, configuration, and repair of hardware assets (laptops, desktops, mobile devices etc) while collaborating with third-party vendors for escalations.
- Mentorship: Train and mentor Trainee Service Desk Analysts, translating intricate technical concepts into clear, accessible language.
Trainee Service Desk Analyst
East of England Community Health and Care NHS Trust
2023.06 - 2025.04
- First-Line Support: Delivered telephony and technical support, accurately diagnosing and resolving hardware, software, application, and network incidents.
- Call Management: Logged and tracked incidents while ensuring data integrity within the Digital Services call management system.
- Deployment: Executed desktop software installations and account configurations compliant with strict organizational security protocols.
- Documentation: Assisted in creating and maintaining accurate internal Service Desk procedural documentation, enhancing clarity for future reference.
- Note: Held a brief, planned period of leave between April 2025 and November 2025 to attend to a family bereavement and personal health recovery in China, before being invited back by the Trust.
Sales Assistant
One Stop Convenience Ltd
2019.10 - 2020.01
- Delivered exceptional customer service, ensured efficient point-of-sale transactions, and upheld operational standards to enhance customer experience.
- Collaborated effectively with team members to meet sales targets.
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Ensured stock replenishment in a timely manner to maintain product availability.
Sales Assistant
Wen Yan Fashion Studio
2011.04 - 2011.12
- Provided customer service and resolved inquiries while assisting with inventory intake and merchandising to enhance store presentation and customer experience.
- Demonstrated products effectively leading to increased sales conversions.
- Monitored trends in consumer behaviour with keen attention to detail.
- Collaborated effectively with team members to meet sales targets.
Education
BSc (Honours) - Computing and IT
Open University
International English Language Testing System - IELTS
Anglia Ruskin University
Advanced GCE (A-Levels) - Fine Art, Textile Design
Norwich High School For Girls
GCSEs - Mathematics, Chinese, Art and Design
Norwich High School For Girls GDST
2009.01 - 2010.01
Skills
- Incident management
- ICT infrastructure understanding
- Microsoft 365 administration
- IT security protocols
- Customer-Oriented communication
- Time management mastery
- Solution oriented
- Patience and resilience
Languages
Chinese (Mandarin)
Native
References
- Daniel George, Senior Service Desk Analyst, dan.george@nhs.net, 01603508622, East of England Community Health and Care NHS Trust
- Chris Leathers, Service Desk Manager, chris.leathers2@nhs.net, 01603508622, East of England Community Health and Care NHS Trust
- Andy Roberts, Endpoint Support Team Leader, andy.roberts2@nhs.net, 01603508622, East of England Community Health and Care NHS Trust
- Elliot Key, Head of Service & Business Development, elliot.key4@nhs.net, 01603508622, East of England Community Health and Care NHS Trust
Timeline
IT Service Desk Analyst
East of England Community Health and Care NHS Trust
2025.11 - 2026.07
Trainee Service Desk Analyst
East of England Community Health and Care NHS Trust
2023.06 - 2025.04
Sales Assistant
One Stop Convenience Ltd
2019.10 - 2020.01
Sales Assistant
Wen Yan Fashion Studio
2011.04 - 2011.12
GCSEs - Mathematics, Chinese, Art and Design
Norwich High School For Girls GDST
2009.01 - 2010.01
BSc (Honours) - Computing and IT
Open University
International English Language Testing System - IELTS
Anglia Ruskin University
Advanced GCE (A-Levels) - Fine Art, Textile Design
Norwich High School For Girls