Stephen Davison

Over 20 years of experience in the IT service desk industry, All customer-facing and with the customer being the primary focus of my roles

I am a conscientious, hard-working individual A committed team member who is able to work unsupervised, possessing excellent interpersonal & communication skills

I take a lot of pride in providing excellent customer service A highly qualified experienced engineer with an out going personality

I am computer literate, prepared and willing to undertake additional training to enhance career prospects

In my time in my various jobs I have had many roles from agent to support team leader, managing from 6 to 20 people, stepping in for the service manager when required

Streamlined processes for better ticket management

Achieved swift resolution of system malfunctions through detailed troubleshooting

Improved customer satisfaction by providing effective service desk support

Provided training on new software applications for user competency enhancement

Provided comprehensive IT solutions, resulting in decreased downtime

Liaised closely with other IT teams to resolve complex issues efficiently

Coordinated hardware repairs, reducing equipment downtime

Assisted customers with hardware problems to ensure minimal disruption

Managed and resolved technical issues for enhanced productivity

Ensured data protection compliance during all service desk operations,

Managed company's helpdesk system, improving overall IT performance

Utilised advanced technical knowledge for efficient problem-solving

Analysed recurring issues, leading to proactive measures in preventing future occurrences

Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support

Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely

Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner

Troubleshot operating systems, hardware and software problems to identify root causes

Acquired, set up and configured hardware and software to meet specific customer requirements

Offered technical expertise to contribute to 2nd and 3rd line of support
Anticipated and prevented issues with technical infrastructure to minimise downtime

Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents

Supported students and staff around the world covering over 50 different Universities throughout the day and night with any IT-related issue

Worked unsupervised dealing with any issue that arose making key decisions in highly stressful situations

User training and education

Empathic listening