Giada D'Amore
Service Desk Analyst
Kirknewton
Summary
Experienced Service Desk Analyst with knack for resolving technical issues quickly and maintaining high customer satisfaction. Delivered improved ticket resolution times by streamlining workflows and enhancing team collaboration. Known for calm under pressure, strong communication skills, and proactive approach to tackling challenges.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Service Desk Analyst
Sky UK
Livingston
03.2023 - 12.2024
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Assisted in training new team members on service desk procedures, tools, and best practices
- Consistently met or exceeded key performance indicators related to service quality and response times
- Researched and identified solutions to technical problems
- Working with Microsoft especially Azure
- Ensuring that all tasks comply with company quality procedures
Customer Service Advisor
Sky UK Ltd
Livingston
03.2023 - 03.2024
- Resolved concerns with products or services to help with retention and drive sales
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer needs through competent customer service and prompt problem-solving
- Described product highlights and benefits to help guide purchasing decisions
Event Staff Member
Heriot Watt Student Union
Edinburgh
08.2023 - 09.2023
- Performed post-event tasks such as breaking down areas, removing trash, and cleaning facilities
- Set up event facilities and equipment, cleaned areas, and organized supplies
- Provided exceptional customer service to all guests and escalated concerns where needed
- Welcomed guests to events, checked invitations, and oversaw proper seating
- Implemented event protocols to maintain safety and security of all attendees
House Staff
Dalmahoy Hotel and Country Club
Edinburgh
09.2021 - 03.2023
- Answered central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Confirmed appointments, communicated with clients and updated client records
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Resolved customer problems and complaints
- Corresponded with clients through email, telephone or postal mail
- Working in busy hotel, dealing with minimum 100 guests per shift
- Dealing with VIP groups, travelling groups where we do have to ensure everything go smoothly to avoid complaints
Web Developer Intern
Avicena tech
Livingston
06.2021 - 09.2021
- Creating website with support of HTML, CSS, PHP and SQL to host on Raspberry pi 4
- Prepare material and progression slides for weekly meetings, organizing and scheduling work for the week ahead
- Python knowledge
- Using 'Matplot lib'
- Developed user interfaces with modern JavaScript frameworks, HTML5 and CSS3
- Troubleshot and debugged code ensuring compatibility with devices, browsers and operating systems
- Worked closely with developers on creating new code
- Studied user requirements to gain strong understanding of project initiatives and deadlines
- Maintained client websites with timely updates
Bar and Restaurant Supervisor
GBL Hospitality
Mid Calder
12.2019 - 09.2021
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste
- Identified and addressed customer complaints to promote satisfaction and loyalty
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations
- Boosted customer satisfaction and service delivery to strengthen customer loyalty
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience
- Identified team weak points and implemented corrective actions to resolve concerns
Education
Diploma of Higher Education - Computer Science, game development
Heriot Watt
09.2020 - 09.2024
National Certificate - Computer Games: Software Development
Edinburgh College
08.2019 - 07.2020
Npa - Cisco IoT in Computer Science
Edinburgh College
09.2018 - 06.2019
High School Diploma -
Liceo Scientifico La Sapientia
Skills
C#undefined
Timeline
Event Staff Member
Heriot Watt Student Union
08.2023 - 09.2023
Service Desk Analyst
Sky UK
03.2023 - 12.2024
Customer Service Advisor
Sky UK Ltd
03.2023 - 03.2024
House Staff
Dalmahoy Hotel and Country Club
09.2021 - 03.2023
Web Developer Intern
Avicena tech
06.2021 - 09.2021
Diploma of Higher Education - Computer Science, game development
Heriot Watt
09.2020 - 09.2024
Bar and Restaurant Supervisor
GBL Hospitality
12.2019 - 09.2021
National Certificate - Computer Games: Software Development
Edinburgh College
08.2019 - 07.2020
Npa - Cisco IoT in Computer Science
Edinburgh College
09.2018 - 06.2019
High School Diploma -
Liceo Scientifico La Sapientia
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