Kirsty King
Summary
Experienced in service desk operations with focus on customer satisfaction and problem resolution. Can enhance team productivity and customer experience through robust technical knowledge and problem-solving skills. Possess broad understanding of various software and hardware to swiftly address and rectify client issues.
Overview
10
10
years of professional experience
Work history
Hotel receptionist
The Pearl Hotel
Peterborough, Cambridgeshire
2025.12 - 2026.01
- Greeted and checked-in guests promptly and professionally.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Conducted room inspections regularly for maintaining high cleanliness standards in collaboration with housekeeping staff.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Issued guest room keys with advice on location and access.
- Assisted in concierge services such as booking taxis or recommending local attractions.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Increased efficiency by swiftly resolving any complaints or issues.
Service Assurance Specialist
Ocado
Hatfield, Hertfordshire
2017.05 - 2025.09
- Assisted customers, providing excellent service.
- Prioritised service desk tickets based on urgency, resulting in improved customer satisfaction rates.
- Proactively updated tickets in the Service Desk system, maintaining transparency in communication.
- Handled incoming service desk support requests professionally and efficiently for swift, effective resolution.
- Documented all service desk queries for future reference.
- Maintained documentation with accurate service desk procedures and policies.
- Collaborated with team members to improve overall service desk performance.
- Met defined SLAs to maintain service desk quality and performance.
- Ensured data protection compliance during all service desk operations.
- Increased team efficiency by creating new service desk procedures.
- Trained new staff members for consistent service standards across the team.
- Improved customer satisfaction by providing effective service desk support.
1st line support analyst
Kelly Services at Fujitsu
Stevenage, Hertfordshire
2016.05 - 2017.05
- Creating, gathering and updating knowledge articles making sure these were fit for purpose.
- Liaising with Major Incident Management, Service Delivery and Service Control to manage any Major Incidents that may occur to reduce impact on SLA.
- Resolved hardware and software issues for enhanced productivity.
- Troubleshot systems remotely via help desk software for prompt service delivery.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Answered user questions about hardware and software operation to help resolve problems
Education
GCSEs - Math, English and Science
Barnwell School
Skills
- Calm under pressure
- Polite and friendly
- Problem-solving
- Communication skills
- Service desk support
- Service desk ticketing systems
- Service desk ticket handling
- Service desk experience
- Service desk operations knowledge
Timeline
Hotel receptionist
The Pearl Hotel
2025.12 - 2026.01
Service Assurance Specialist
Ocado
2017.05 - 2025.09
1st line support analyst
Kelly Services at Fujitsu
2016.05 - 2017.05
GCSEs - Math, English and Science
Barnwell School