I led a team of 10 internal 2nd line IT support analysts globally, supporting escalations for incidents, requests and managing IT assets, contracts, as well as working closely with internal IT Project Managers and our outsourced service providers. Holding weekly team meetings, regular one-to-ones and performance check-ins.Key Projects delivered:2022 - Training and documenting service desk processes as 1st line was outsourced.

Key Responsibilities: Leading and managing the internal 1st and 2nd line staff in UK and Belgium in supporting approximately 1200 global staff.Supporting any IT project requirements, Asset Management, Hardware procurement and escalations amongst others.As a team we provided excellent remote support during the covid period which was a busy time for me and the team, I made sure to keep my teams spirits high with regular meetings which was a tough ask given mental health challenges.Key Projects delivered: 2019 - Took lead on the London office move along with Project Manager and took ownership of the move weekend, guaranteeing that a 200 person office was made live with no major issues.2019 - Spun up 2 remote offices for acquisitions at short notice including laptops, copier and desktop hardware. This included procuring correct hardware and making sure that offices were staffed when required including checking them before go-live.

I started off as a contractor in 2014, before going permanent 6 weeks in to my time there. I was sole Service Desk presence in London office at the time. During this period Enstar made an acquisition so the team gradually grew in London from 1 to 7 before I became team leader in London in 2018.I was also involved in Servicenow testing, documentation and administration throughout this period.Regularly used as a project resource including out of hours/on weekends where required for office moves, hardware rollouts, acquisitions etc.

3 month contract working as part of a busy Service Desk.

A large part of my career was spent at Newline. I started off as a 1st line desktop support analyst and when i left was performing 2nd line duties alongside some office/IT management.The team grew whilst I was there from 2 to 4 and we supported 130 users across 4 offices(LUC & Lloyds London, Singapore and Australia)

I provided 1st line support via telephone and email to law firms who used the company's legal forms.