Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Timeline
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Matthew Scott

London

Summary

Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Service Desk Team Leader

A Nelson & Co.
Wimbledon
12.2020 - 01.2025
  • Lead and managed a small team of service desk analysts, ensuring that the service meets the business needs and ITIL best practices.
  • Generated comprehensive reports showcasing monthly trends in incident resolution performance.
  • Developed and implemented strategies to improve team performance, while fostering a positive and inclusive work environment.
  • Provided day-to-day supervision and support to the team, and acted as the escalation point for junior technicians.
  • Worked closely with the IT management team to coordinate IT projects.
  • Created and maintained an IT asset register.
  • Managed end-user devices procurement and deployment.
  • Implemented M365 Intune and Autopilot.

Service Desk Analyst

A Nelson & Co.
Wimbledon
08.2015 - 12.2020
  • Responded to user inquiries by phone, email, and live chat.
  • Diagnosed and resolved technical issues both in person and by using remote access tools.
  • Documented user issues, updating knowledge bases with details of problem resolutions.
  • Collaborated with and assisted other IT department personnel on projects.

Home Shopping Section Leader

ASDA
Croydon
10.2013 - 05.2014
  • Supervised the home shopping dept, leading the pickers, loaders and drivers.
  • Acted as

Education

HNC - Internet Computing

Hull University - Scarborough Campus
Scarborough
05-2004

Skills

  • Incident management
  • Team leadership
  • Performance reporting
  • Technical troubleshooting
  • M365 Management

Certification

  • ITIL v3 Foundation Level - 2016

Affiliations

Put Personal Details here.

References

References available upon request.

Timeline

IT Service Desk Team Leader

A Nelson & Co.
12.2020 - 01.2025

Service Desk Analyst

A Nelson & Co.
08.2015 - 12.2020

Home Shopping Section Leader

ASDA
10.2013 - 05.2014

HNC - Internet Computing

Hull University - Scarborough Campus

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Matthew Scott