Acting as the sole on-site support member for Atos at the BBC Pacific Quay branch, my responsibilities vary from stock management and asset disposal to hardware investigation and repairs.Completing BAU tasks across the Pacific Quay site to ensure smooth daily running of print systems, replacements and stock levels while personally managing an Infrastructure Distribution room to ensure tidy patching and high safety standards.

Trained in stowTouch point cleaning on totes and in break areasEnsure personal key performance indicators(KPIs) are completed to avoid affecting the fulfilment centre’s Service Level Agreement(SLA).

To ensure efficient functionality of the kitchen in this fast-paced and high pressure environment; monitor food prep, prioritise kitchen requirements and delegate tasks among the available porters. Support, assist and collaborate wherever possible with both chefs and our Front of House (FoH) team. Implement both government and company mandated protocols to prevent COVID-19 within the kitchen and all break areas.

In an ever-changing setting, support an architectural force of almost 100,000 employees with all IT-related issues. Undertake first line support for users by phone and email, note key issues and carry out technical support using remote access software, perform due diligence in checking potentially related programs and systems, raise tickets with appropriate priority levels and ensure all tickets are completed and closed within SLA. When issues cannot be resolved by the helpdesk, allocate tickets to appropriate resolver teams, collaborate where possible to improve personal knowledge, ensure tickets raised pass Quality Control and assist level 2 analysts in completing QC across the desk.

Situated in an inbound/outbound telephony role dealing primarily with arrears, the environment varied wildly. Ensuring all customers were heard and understood, then providing the best repayment options for their unique situation. Breaking down income and expenditures with customers, allowing them to understand their own situation and what they can afford now and in the future.

Situated in an inbound telephony role primarily focused on financial matters within a classified contract. Transcribing calls, ensuring all required details pertaining to the case are logged and providing relevant advice and beneficial support platforms available externally. Due to the subject of the calls; many ran high with emotion, therefore my capability to handle these situations allowed users to explain everything required while feeling understood and supported.