Lucy Moralee
Kirkley,Northumberland
Summary
Motivated and detail-oriented Service Desk Analyst with 1 year of experience in providing high-quality technical support to users. Seeking to leverage expertise in troubleshooting, IT service management, and customer service to contribute to the success of a dynamic organisation. Committed to resolving issues efficiently, enhancing user satisfaction, and continuously improving IT service delivery.
Prior to working in IT, roles in hospitality helped to create an employee well-versed in strong communication and organisation skills. Adept at multi-tasking, leading group discussions and managing projects.
Overview
4
4
years of professional experience
1
1
Certification
Work history
Service Desk Analyst Apprentice
Melius Group Ltd
Newcastle upon Tyne, Tyne and Wear
02.2024 - 12.2024
- Managed and resolved IT service desk queries, contributing to excellent customer support.
- Alleviated system malfunctions by implementing effective troubleshooting techniques.
- Established positive working relationships through excellent communication skills.
Waitress, Bartender, Barista & Events
Number 9 Bistro & Café
Ponteland, Northumberland
11.2023 - 01.2024
- Improved customer satisfaction by providing efficient and friendly service.
- Handled cash transactions accurately, ensured balanced till at end of shift.
- Ensured compliance with health regulations through effective cleaning practices in the dining area.
Waitress, Bartender, Barista & Events
Pleased to Meet You
Morpeth, Northumberland
01.2022 - 11.2023
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Maintained excellent level of service in busy and demanding restaurant environment.
Waitress
Doubletree Hilton Hotel
Woolsington, Newcastle upon Tyne
06.2021 - 10.2021
- Maintained clean and organised dining area for customer comfort.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Followed health and hygiene standards when handling food and cleaning restaurants.
Education
Level 3 Apprenticeship - IT
Level 3 Information Communications Technician
Newcastle upon Tyne 02.2024 -
GCSEs -
Ponteland High School
Ponteland, Northumberland 09.2018 - 05.2021
A-Levels - Business & English Language
Gosforth Academy Sixth Form
Gosforth, Newcastle upon Tyne 09.2021 - 05.2023
Skills
- Stakeholder Communication: Demonstrated when gathering the requirements and implementing digital change to different departments
- Microsoft Office Suites: Adept in using Microsoft Office applications, including Word, Excel, Powerpoint and Outlook to assist with everyday tasks and support service desk operations
- Collaborative Working: Proven ability to work effectively in cross-functional teams to resolve technical and non-technical issues and improve service delivery
- Continuous Learning: Strong commitment to professional growth and staying current with emerging technologies and industry best practices
Certification
- AWS Cloud Practitioner Essentials
- QA Core IT Principles: Legislation and IT Systems
- QA Core Cloud and Networking Principles
- QA Operating System Fundamentals for Azure & AWS Cloud Support Specialists
References
References available upon request.
Timeline
Service Desk Analyst Apprentice
Melius Group Ltd
02.2024 - 12.2024
Level 3 Apprenticeship - IT
Level 3 Information Communications Technician
02.2024 -
Waitress, Bartender, Barista & Events
Number 9 Bistro & Café
11.2023 - 01.2024
Waitress, Bartender, Barista & Events
Pleased to Meet You
01.2022 - 11.2023
A-Levels - Business & English Language
Gosforth Academy Sixth Form
09.2021 - 05.2023
Waitress
Doubletree Hilton Hotel
06.2021 - 10.2021
GCSEs -
Ponteland High School
09.2018 - 05.2021
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