Experienced IT Professional | Service Desk Specialist | Customer-Centric Problem SolverWith over 15 years of experience across higher education, local government, and the private sector, I have developed a deep expertise in IT service desk operations, customer service, and technical support. I am an ITIL-certified Service Desk Analyst with a strong track record of providing first-class support and enhancing IT services in dynamic environments.I pride myself on delivering exceptional customer experiences, ensuring that end-users receive not only timely resolutions but also a level of care that fosters trust and confidence in IT services. My experience in both first- and second-line support allows me to tackle a wide range of technical issues, from VPN and network troubleshooting to Office 365 and cloud storage solutions.Key Achievements:• Delivered expert support for critical IT infrastructure at the University of Nottingham, ensuring service continuity for students and staff.• Led initiatives to streamline Service Desk processes, including the implementation of recorded voice prompts in the IVR system, significantly improving user navigation and response times.• Achieved a first-time fix rate of 87% across a user base of 50,000 globally, demonstrating both technical proficiency and problem-solving skills.• Provided mentorship and training to junior IT staff, sharing knowledge and best practices to elevate team performance.Beyond my technical capabilities, I am passionate about process improvement and innovation. I enjoy collaborating with teams across the organization to enhance IT operations, reduce service disruptions, and continuously improve the customer experience.Looking to connect: I am always eager to connect with like-minded professionals, exchange insights, and explore new opportunities in IT service management, customer support, and beyond.