Reece Morgan-Smith

Responsible for maintaining, deploying and optimising across the Microsoft stack. Assisting with high end-user productivity while resolving complex Tier 3 software and hardware escalations, and documenting technical processes for team assistance. Supporting over 6000 devices globally for the client, assuring that there are no technical issues impacting production.

• Endpoint management - monitoring and maintaining devices via
• SCCM/MECM, as well as OSD
• Monitored incident and request queues, ensuring timely resolution within SLA and equitable ticket distribution.
• Acted as the Tier 3 escalation point for cirtical EUC infrastructure and desktop performance issues, using advanced troubleshooting to promptly resolve and reduce recurring incidents.

Essential tier 1 technical support and incident management, covering clinical, operational and corporate staff across NHS Property Services. Single point of contact for users via phone or email.
Accurately logging, categorising and triaging incidents and requests.
First contact resolution through troubleshooting and providing guidance for mobile, laptop, desktop or printer issues.

• Configuring Conditional Access policies, MFA and SSPR to maintain security.
• Leading and publishing knowledge document creation of seven documents in total to be shared between the team and other teams in order to resolve and triage tickets more accurately and efficiently.
• Successfully managed and resolved an average of eighty incidents and requests per week.
• Delivered remote support to users, guiding them through step-by-step solutions.
• Received, assigned, resolved and escalated tech help desk requests and tickets.

Provided advanced technical support as the primary escalation point for the Tier 1 Service Desk.
Diagnosing and resolving complex hardware, software, printer and server incidents whilst maintaining high SLA compliance.

Authored 10+ technical fixes and process documents, enabling 1st line technicians to resolve issues efficiently on first contact.

• Identity & Access Management via Active Directory and Azure AD
• OS Support and OSD
• Advanced escalation handling
• SLA & Queue Management
• Oversaw task allocation and workflow to support team leadership and ensure seamless operations.

Acted as the high-visibility technical lead for the 1st line team, providing deskside support and assistance with complex incidents over the phone or by email. Call and email handling completed to SLA targets during major incidents and continuously hitting 100% quality targets.

Providing deskside support to 1st line agents across the floor, approximately 100 in total.
Publishing process documentation and knowledgebase articles for use by the 1st line team to effectively provide resolutions and reduce call times to meet the 97% SLA targets.