Claire Smart
Leicester
Summary
IT service management professional specializing in application and user account management, including SAP and AD Manager. Proficient in ServiceNow, Desktop Central, Intune, and Office 365, driving operational efficiency and productivity. Strong communication and problem-solving abilities, with a solid foundation in change management within the ITIL framework. Committed to leveraging technical expertise to enhance organizational performance and foster innovation.
Overview
18
18
years of professional experience
Work history
Project Co-ordinator (Contract)
NTT Data, NHS
Leicester
2025.08 - 2026.06
- Coordinated end-to-end delivery of IT projects within a live NHS hospital environment, ensuring minimal disruption to clinical services.
- Supported rollout of healthcare IT systems, including device deployments, infrastructure upgrades, and application implementations across multiple departments.
- Managed project schedules, tracked progress against milestones, and provided regular updates to senior stakeholders and programme managers.
- Ensured adherence to NHS policies such as information governance, data protection, and health & safety requirements.
- Contributed to continuous improvement by capturing lessons learned and supporting process optimisation across deployments.
ServiceDesk Analyst
The Watches of Switzerland Group
Leicester
2017.01 - 2025.01
- Managed incident tickets, resolving within service levels, enhancing team efficiency.
- Set up system access for new starters, ensuring seamless onboarding.
- Troubleshoot PC and printer issues, improving operational continuity.
- Utilised SAP systems for order processing, ensuring timely deliveries.
- Created Knowledgebase documents, facilitating team learning and support.
- Maintained precise user account records in Active Directory, ensuring seamless onboarding and uninterrupted access for new starters.
- Analysed recurring technical issues, implementing targeted solutions that led to marked reductions in system downtime for retail teams.
- Coordinated with both retail and support teams to resolve SAP-related queries, facilitating consistent order processing within set service levels.
- Provided approachable first-line support, fostering trust and ensuring colleagues felt supported in addressing day-to-day IT challenges.
- Partnered with IT and retail teams to expedite escalations, supporting uninterrupted store operations and minimising workflow disruptions.
Test Analyst
The Watches Of Switzerland Group
Leicester
2021.04 - 2021.09
- Identify and resolve system bugs, enhancing software reliability and user satisfaction.
- Collaborate with teams to refine project outcomes, improving communication and solutions.
- Design test plans and audit documents, ensuring compliance and traceability.
- Conduct software tests, confirming defect fixes and improving system performance.
- Analyse SAP data for informed business decisions and strategic planning.
Customer Service
The Watches Of Switzerland Group
Leicester
2016.01 - 2016.04
- Investigated insurance fraud, settling jewellery claims with precision and compliance.
- Screened and validated jewellery items, ensuring authenticity and customer trust.
- Assessed market values for fair settlements, enhancing customer satisfaction.
- Facilitated transparent interactions, maintaining high customer service standards.
Service Desk Analyst
Learndirect
Leicester
2008.08 - 2015.10
- Act as first point of contact for key technical queries for internal and external suppliers.
- Management, co-ordination and communication of technical incidents for internal and external suppliers.
- Ensuring data integrity across internal systems.
- Management of incident tickets delivering resolution within agreed service levels.
- Deliver excellent customer service to ensure learners technical issues are resolved at first point of contact.
- Challenge performance and provide insight to drive clear action plans to improve.
Education
Itill v4 Foundation -
Literacy level 2 - undefined
2012.01 -
Skills
- Communication
- Problem Solving
- Flexibility
- Application Management
- Knowledge of Excel, Word and Access
- Change Management (ITIL Framework)
- SAP User Account Management
- AD Manager
- ServiceNow
- Desktop Central
- Intune
- Office365
Timeline
Project Co-ordinator (Contract)
NTT Data, NHS
2025.08 - 2026.06
Test Analyst
The Watches Of Switzerland Group
2021.04 - 2021.09
ServiceDesk Analyst
The Watches of Switzerland Group
2017.01 - 2025.01
Customer Service
The Watches Of Switzerland Group
2016.01 - 2016.04
Literacy level 2 - undefined
2012.01 -
Service Desk Analyst
Learndirect
2008.08 - 2015.10