Jack Lloyd Email & Phone Number

Bristol, England, GB

Primarily, the role of helpdesk manager is to design and document processes to increase efficiency of the helpdesk and support the engineers working to support our customers while also arranging shifts, signing timesheets and developing staff. This also includes bolstering the helpdesk when required as a senior engineer.Retaining a sales engineering role.

As a senior helpdesk engineer, my primary responsibilities transitioned to processing more complex support tickets across a variety of technologies as well as implementing IT infrastructure, both physical and cloud based. Bolstering the first line helpdesk in busier periods was also required, and working with them (and new apprentices) to hone their IT.

Starting as an L3 apprentice with no prior professional IT experience, it was my responsibility as part of the junior/first line helpdesk team to receive incoming phone calls and emails, generate support tickets, process and complete simpler support tickets, escalate more complex tickets and learn through experience and study to broaden IT knowledge across.