RICHARD PICKERING
Leeds
Summary
Motivated and focussed professional with many years of experience working in busy, dynamic and challenging environments. Focussed Professional, bringing 18+ years of experience to work environment. Communicates effectively with staff and customers and works tirelessly to achieve quality standards. Comfortable working in high-pressure, deadline-driven environments.
Overview
14
14
years of professional experience
Work history
Service desk analyst
Lloyds Banking Group
Leeds, West Yorkshire
03.2025 - 08.2025
- Investigated reported issues thoroughly before escalating them further up the line.
- Collaborated closely with cross-functional teams in order to streamline processes and workflows.
- Alleviated system malfunctions by implementing effective troubleshooting techniques.
- Assisted users with hardware setup, ensuring seamless work experience.
- Utilised diagnostic software for effective problem solving in a fast-paced environment.
- Simplified complicated tech jargon into layman's terms for better comprehension amongst end-users.
- Managed and resolved IT service desk queries, contributing to excellent customer support.
- Tracked and logged all service desk tickets using specific software tools, improving response times.
- Maintained high-quality service standards through meticulous attention to detail in all tasks.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
- Established positive working relationships through excellent communication skills.
- Coordinated with different teams to resolve complex IT issues effectively.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
- Managed customer support cases from initial report through to resolution.
- Prioritised and promptly responded to vast number of reported incidents and logs.
- Served as point of contact for user authentication and access-related issues.
- Resolved technical issues promptly to guarantee uninterrupted workflow for end-users.
Service Desk Analyst
Leeds Beckett University
Leeds
02.2016 - 07.2024
- Provide an effective single point of contact for all IT incidents and service requests and for ensuring, through expert technical knowledge, the 'first fix rate' is in line with our Service Standards.
- Log, and provide first line technical assistance and support for all IT incidents and service requests.
- Deliver first line technical assistance and support in person, over the phone, electronically and remotely, supporting a wide range of desktop, laptop, mobile, printing, audio-visual, media, and telephony technologies as well as standard software applications and corporate systems and services.
- Monitor the IT Service Management system for new incidents and service requests and process based on priority and urgency.
- Adhere to the escalation process for individual incidents and service requests, if required, to provide a seamless customer experience working closely with second- and third-line support teams in the event of a major incident or significant outage.
- Provide face to face IT/AV help and assistance including administration, operation and technical support of our audio-visual equipment loans service available for all staff and students.
- Provide 1st line support for IT/AV equipment in Learning and Teaching spaces, with a focus on a fast, efficient resolution.
- Encourage the use of Self-Service to allow customers to receive help and support more efficiently and out of standard hours.
Undergraduate Course Administrator
Leeds Beckett University
Leeds
05.2011 - 02.2016
- Assisting the course team with administration tasks such as; Student induction and enrollment, attendance and overall performance.
- Updating university database for collating information on module assessment, mitigation and examination results.
- Working directly with academic colleagues as a first point of contact for student queries and issues.
- Advising students accordingly when in difficulties ie Financially or academically.
- Responded to emergencies while remaining calm and effective under pressure.
- Conducted annual review process from infancy to collating relevant information for colleagues to presenting and minuting the final meetings for approval by external academic body.
Education
Bachelor of Arts - Film, Media and Video Production
Buckinghamshire New University
09/1996 - 06/1999
Skills
- MICROSOFT OFFICE 365
- FIRST LINE SUPPORT
- INCIDENT ESCALATION
- REMOTE TECHNICAL SUPPORT
- COMPLEX FAULT DIAGNOSIS
- EQUIPMENT CONFIGURATION
- SECOND LINE SUPPORT
- DESKTOP TROUBLESHOOTING
- ITIL KNOWLEDGE
- 1 Customer relationship
- Remote desktop applications
- Technical escalation management
- Communication skills
Timeline
Service desk analyst
Lloyds Banking Group
03.2025 - 08.2025
Service Desk Analyst
Leeds Beckett University
02.2016 - 07.2024
Undergraduate Course Administrator
Leeds Beckett University
05.2011 - 02.2016
Bachelor of Arts - Film, Media and Video Production
Buckinghamshire New University
09/1996 - 06/1999
Similar Profiles
Ankita CampbellAnkita Campbell
Manager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index VenturesManager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index Ventures
Nishant RamNishant Ram
IT Project Manager at American Express, Lloyds Banking Group, Royal London GroupIT Project Manager at American Express, Lloyds Banking Group, Royal London Group
Jaimeen Kameshwara VinjamuryJaimeen Kameshwara Vinjamury
Elearning Developer and Instructional Designer at Lloyds Banking GroupElearning Developer and Instructional Designer at Lloyds Banking Group
JAIME MILLARDJAIME MILLARD
Director at J Group Platinum LtdDirector at J Group Platinum Ltd
Arun RavindranArun Ravindran
Assistant Store Manager at Taco BellAssistant Store Manager at Taco Bell