Senior System Support Analyst
Current
May 2024 - Present
AeroLeads people directory · profile
David Duff Email & Phone Number
System Support Analyst | Microsoft 365 | Technical Services | MSP
at
Accord Business Solutions
LinkedIn matched
✓ Verified May 2026
3 data sources
Profile completeness 86%
Current company
Role
System Support Analyst | Microsoft 365 | Technical Services | MSP
Location
United Kingdom, United Kingdom, United Kingdom
Who is David Duff? Overview
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Quick answer
David Duff is listed as System Support Analyst | Microsoft 365 | Technical Services | MSP at Accord Business Solutions, based in United Kingdom, United Kingdom, United Kingdom. AeroLeads shows a matched LinkedIn profile for David Duff.
David Duff previously worked as Senior System Support Analyst at Accord Business Solutions and Enhanced IT Support Coach at Bt Group. David Duff holds Nc Business Administration, Business Administration And Management, General from Inverness College.
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Accord Business Solutions
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Profile bio
About David Duff
Greetings! I am a highly analytical and results-driven IT professional with an extensive 19+ years of experience in information technology systems. My expertise spans networking, project leadership, and technical support services. Over the years, I have excelled in contributing to the delivery of strategic product roadmaps, prioritising major incidents, and successfully maintaining network systems with a focus on security administration, LAN/WAN, and root cause analysis.Five Major Accomplishments:• Advisor Satisfaction and NPS Excellence: Spearheaded initiatives that elevated advisor satisfaction to remarkable levels – achieving 94.5% and NPS 60 (2020-2021), 91% and NPS 52.9 (2021-2022), and an outstanding NPS of 64.2 (2022-2023). Continued success with sustained advisor satisfaction at 92% and a robust NPS of 63.9 (2023-2024).• Strategic Migration Leadership: Pioneered the migration initiative for 2,400 Microsoft 365 tenants, transitioning from Basic Authentication to Modern Authentication. This boosted security protocols and enhanced user experience across diverse environments.• Revenue Amplification: Amplified team contributions to sales revenue by implementing performance-driven strategies, achieving the milestone of generating over £1M in sales for two consecutive years.• High-Performing Team Leadership: Orchestrated a high-performing team of 40 advisors at BT Wholesale, surpassing KPI targets and showcasing adept leadership and motivational skills.• Seamless Technical Support: Achieved seamless technical support and troubleshooting for the Agent Desktop platform at BT Retail, validating agents had essential tools and resources, leading to exemplary service delivery to customers.Let's connect and explore opportunities to leverage my strategic vision, technical proficiency, and leadership skills to drive excellence in your organisation.
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6 roles
David Duff work experience
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Enhanced It Support Coach
- Responsibilities:
- Orchestrating a high-performing team of 40 advisors, driving efforts towards surpassing key performance indicator (KPI) targets and showcasing adept leadership and motivational skills.
- Spearheading end-user support initiatives encompassing PCs, laptops, Macs, printers, mobile phones, CCTV, VPN, and network configurations, insuring uninterrupted business operations and user satisfaction.
- Collaborating proactively with executive management and team members, actively participating in strategic projects, aligning with organisational goals, and understanding business objectives and collaborative mindset.
- Assuming a pivotal role in the onboarding process, successfully trained new team members, facilitating seamless integration into the team and enabling overall team competency.Accomplishments:
- Facilitated and masterminded the seamless launch of technical business flows for the BT Sport mobile app, confirming optimal functionality and uplifting user experience.
Jun 2016 - Mar 2024
Enhanced It Support Team Leader
- Responsibilities:
- Oversaw maintenance of attendance records and executed required disciplinary procedures, aligning with company policies and upholding equitable treatment of employees.
- Delivered continuous support and mentorship to agents, cultivating professional development within the organisation and spearheading targeted training programs to elevate skill sets.
- Resolved customer inquiries, managing disputes and addressing complaints with a sharp focus on prompt resolution and heightened customer satisfaction, fortifying positive brand experience.Accomplishments:
- Obtained peak team efficiency by strategic task delegation and workload optimisation, aligning evolving priorities with business objectives via initiating monthly team meetings.
- Achieved seamless technical support and troubleshooting for the Agent Desktop platform, validating agents had essential tools and resources, leading to exemplary service delivery to customers.
Feb 2013 - May 2016
Itsm Support Product Specialist
- Responsibilities:
- Championed the entire lifecycle of IT products, from conceptualisation to deployment, maintaining association with organisational goals and market demands.
- Developed training programs to accelerate users' proficiency with IT products, promoting optimal utilisation.
- Leveraged insights for the development of product strategies, including pricing, positioning, and feature enhancements, to maintain a competitive edge in the market.
- Implemented quality assurance processes, including testing protocols and performance evaluations, to guarantee IT product reliability, security, and functionality.Accomplishments:
- Enhanced operational efficiency and effectiveness by steering thorough assessment of support processes, procedures, and documentation within the helpdesk.
Nov 2008 - Jan 2013
Itsm Agent
- Drove integration of cutting-edge technologies and innovative solutions into existing frameworks, fostering a culture of technological advancement and efficiency.
- Ensured compliance with industry-specific regulations and standards, conducting regular audits and implementing necessary measures to uphold legal and regulatory requirements.
- Led digital transformation initiatives, guiding the organisation through technological shifts, process optimisations, and cultural changes to upgrade overall operational effectiveness.Accomplishments:
- Excelled in supporting the setup and configuration of diverse operating systems, including Win 98, ME, 2000, and XP, cultivating heightened operational efficiency.
- Showcased proficiency in installing server operating systems such as Microsoft 2000 Server & Advanced Server and Microsoft 2003 & SBS 2003.
- Instigated fault diagnostics for BT Broadband Services, consistently uncovering and rectifying issues to ensure uninterrupted service delivery, strengthening overall customer satisfaction.
May 2005 - Oct 2008
Broadband Support Analyst
Front Line Technical Support for the BT Openworld Business Broadband desk.Fault diagnostics for BT Broadband Services.
Sep 2002 - Oct 2005
2 education records
David Duff education
Nc Business Administration, Business Administration And Management, General
Inverness College
Standard Grade
Tain Royal Academy
FAQ
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What company does David Duff work for?
David Duff works for Accord Business Solutions.
What is David Duff's role at Accord Business Solutions?
David Duff is listed as System Support Analyst | Microsoft 365 | Technical Services | MSP at Accord Business Solutions.
Where is David Duff based?
David Duff is based in United Kingdom, United Kingdom, United Kingdom while working with Accord Business Solutions.
What companies has David Duff worked for?
David Duff has worked for Accord Business Solutions, Bt Group, and Manpower.
How can I contact David Duff?
You can use AeroLeads to view verified contact signals for David Duff at Accord Business Solutions, including work email, phone, and LinkedIn data when available.
What schools did David Duff attend?
David Duff holds Nc Business Administration, Business Administration And Management, General from Inverness College.
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