Summary
Overview
Work History
Software
Timeline
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Mark Jones

Service Desk Analyst
Glasgow

Summary

After spending almost 9 years in a company developing myself in multiple areas of the business I am at a stage in my career I’m ready and eager for new opportunities. I’m a self motivated, analytical thinker that has a positive mindset and tackles any challenge that comes my way. I have over 10 years experience across multiple sectors such as energy, telecommunication and most recently exposing myself to a different aspect of this within the IT teams. Within these roles I've developed myself considerably starting as an advisor moving into back office, then to management and finally ending up in I.T.

Overview

10
10
years of professional experience

Work History

Customer Care Representative

Virgin Media, Teleperformance
08.2015 - 10.2016
  • Working with customers on the front line within Virgin Media providing technical support, guidance on offers, troubleshooting steps, contract renewals and more.
  • Key skills include: Soft Skills via phone, Ability to navigate systems (this has always come naturally to me), Handling complex and simple queries, Working to achieve performance targets whilst providing a great customer experience.

Customer Care Executive

Kura CS
10.2016 - 06.2023
  • I have been working with Kura for almost 7 years now and have had the amazing opportunity to go through multiple development opportunities.
  • I started off within the energy sector, dealing with high level customer complaints ensuring that they were dealt with in the correct SLA's as well as using my technical skills in order to fix billing issues, contract issues and dealing with general customer service queries.
  • Key skills include: Ability to thrive under pressure, Strong customer relationship skills, Ability to work as part of a team or on my own, Strong capability to investigate and understand a situation, Strong written/verbal communication skills, Resilience, Ability to adapt to change, Working to targets/deadlines.

Kura Team Leader

Kura CS
06.2023 - 06.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Service Desk Analyst

Kura CS
06.2024 - Current
  • I’m currently in the role of the service desk analyst on a temporary contract where I’m responsible for providing first line support to all employees.
  • My daily tasks include resolving a range of technical issues both remotely and on site, ensuring tickets are dealt with within the correct SLA’s and assisting in the implementation of larger IT projects.
  • Since starting in the role I have built a huge knowledge on the different systems across our clients.
  • Most recently as an example I was involved and contributed towards the implementation of migrating one of our clients telephony systems to a new provider.

Software

Active Directory

Azure

Exchange

Sharepoint

SQL

Avaya Administration

Citrix

AWFOS

WFO

Avaya CMS

Forti EMS

Dameware

Syntelate XA

Synthesys

Timeline

Service Desk Analyst

Kura CS
06.2024 - Current

Kura Team Leader

Kura CS
06.2023 - 06.2024

Customer Care Executive

Kura CS
10.2016 - 06.2023

Customer Care Representative

Virgin Media, Teleperformance
08.2015 - 10.2016

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Mark JonesService Desk Analyst