ELIA MAGAR
Whittlesey
Summary
IT Service Desk Analyst with a genuine passion for problem solving, continuous learning and supporting colleagues.
Enjoy investigating unfamiliar issues, understanding how systems work and developing technical knowledge through hands-on troubleshooting, research and collaboration with specialist teams.
Recognised for building strong working relationships, taking ownership of incidents and maintaining a customer-focused approach whilst supporting a national organisation.
Equally comfortable resolving technical issues, supporting operational activities and contributing to service improvements that benefit both colleagues and the wider team.
Trusted to support wider Service Desk responsibilities including Daily Service Reviews, operational reporting and service continuity activities whilst continuing to expand technical knowledge and develop professionally.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Mencap
Peterborough
02.2024 - Current
- Support colleagues across a national organisation, resolving Microsoft 365, Teams, Outlook, VPN and application-related issues.
- Troubleshoot issues across laptops, mobile devices, printers, Microsoft 365 services and network-related incidents, ensuring colleagues can continue working with minimal disruption.
- Utilise Active Directory, Microsoft 365 Admin Centre, Heimdal and Remote Desktop Connection to diagnose issues, manage user accounts and provide remote support.
- Work closely with 2nd Line, 3rd Line, Asset Management, Build Team, Management and Remote Sites teams to progress incidents efficiently and ensure colleagues receive the support they need.
- Manage a busy support queue by prioritising incidents and service requests, ensuring tickets contain clear and accurate information to support effective investigation and resolution.
- Take an active interest in understanding unfamiliar issues by researching possible causes, reviewing previous tickets and following escalated incidents through to resolution to expand technical knowledge.
- Maintain detailed OneNote documentation containing troubleshooting steps, resolutions and useful technical information to improve future investigations and support consistency across recurring issues.
- Keep up to date with service communications, operational updates and known issues, helping to identify potential impacts and provide informed support to colleagues.
- Chair Daily Service Review (DSR) meetings on behalf of management, reviewing service performance figures and discussing operational priorities with the wider team.
- Assisted with rota management, BT Cloud reporting and other operational activities to support service continuity and the wider Service Desk function.
- Take pride in continually developing technical knowledge, learning from colleagues and seeking opportunities to improve both personal performance and the service provided to colleagues.
Service Desk Analyst
CDW
Peterborough
02.2023 - 01.2024
- Delivered technical support across multiple retail clients within SLA-driven environments.
- Troubleshot software, hardware and network-related issues using Active Directory, remote support tools and structured diagnostic techniques.
- Developed strong troubleshooting and customer service skills whilst working within a fast-paced support environment.
- Communicated technical information clearly to non-technical users, ensuring customers remained informed throughout the resolution process.
- Dealt with complex incidents across a variety of technologies, consistently working towards timely and effective resolutions.
- Contributed to knowledge sharing and continuously expanded technical knowledge through hands-on support and collaboration with colleagues.
Machine Operator Quality Control
DS Smith
Kettering
07.2022 - 01.2023
- Conducted quality inspections, root cause investigations and process improvement activities.
- Adapted quickly to new systems and processes, learning different areas of production to build a broader understanding of operations.
- Identified quality concerns early in the process, reducing waste and supporting production efficiency.
- Took an active interest in understanding wider team responsibilities to identify opportunities for improvement and operational effectiveness.
- Measured and inspected finished products against work order specifications to ensure quality standards were maintained.
Operations Supervisor
Apetito
Newport Pagnell
04.2022 - 07.2022
- Implemented workforce initiatives that reduced operational costs and improved service delivery.
- Worked closely with employees to understand challenges, gather feedback and implement practical improvements.
- Identified and developed staff with leadership potential, supporting progression and team performance.
- Created guidance documents and process improvements to support best practice, productivity and health and safety standards.
- Took a hands-on approach to understanding operations and identifying opportunities to improve efficiency across the wider team.
Site Access Control Supervisor
SPL
Rushden
05.2019 - 04.2022
- Managed compliance, reporting and workforce coordination across multiple operational sites.
- Conducted health and safety checks, maintained records and verified PPE and induction requirements.
- Monitored stock, fuel and equipment levels whilst supporting site safety and operational continuity.
- Ensured workers were correctly inducted, compliant and equipped to carry out their duties safely.
- Built strong working relationships with colleagues across multiple sites to maintain safe and efficient operations.
Senior Negotiator
Countrywide
Brighton
05.2016 - 05.2019
- Awarded Highest Number of Property Lets across West Sussex in consecutive years.
- Consistently exceeded company revenue and performance targets in a competitive market.
- Built long-term relationships with landlords and customers, generating repeat business and recommendations.
- Increased local market visibility through proactive marketing and customer engagement initiatives.
- Developed a reputation for excellent customer service, trust and relationship building.
Education
Bachelor of Arts - 3D Animation
Portsmouth University
Portsmouth01-2015
NVQ Level 3 - Creative Media Production (Games Development)
Brighton & Hove City College
Brighton01-2012
Skills
- Microsoft 365 Admin Centre
- Outlook
- Teams
- SharePoint
- OneDrive
- Exchange Online
- Active Directory
- Entra ID
- Microsoft Authenticator
- Remote Desktop Connection
- VPN Support
- Windows 10/11
- Network Troubleshooting
- Incident Management
- Service Request Fulfilment
- TopDesk ITSM
- Heimdal
- Operational Reporting
- Documentation
- Customer Service
Certification
- Microsoft Azure Fundamentals (AZ-900), In Progress
- Strategic Technology Initiatives Ltd - Certificate in Service Desk Skills, Level 1
Languages
English
Arabic
German
Timeline
IT Service Desk Analyst
Mencap
02.2024 - Current
Service Desk Analyst
CDW
02.2023 - 01.2024
Machine Operator Quality Control
DS Smith
07.2022 - 01.2023
Operations Supervisor
Apetito
04.2022 - 07.2022
Site Access Control Supervisor
SPL
05.2019 - 04.2022
Senior Negotiator
Countrywide
05.2016 - 05.2019
Bachelor of Arts - 3D Animation
Portsmouth University
NVQ Level 3 - Creative Media Production (Games Development)
Brighton & Hove City College