Provided first and second level technical support and consultancy services to IAG staff, partners, and suppliers, ensuring high levels of customer satisfaction within agreed Service Levels.Collaborated with team members to execute plans for delivering customer support while adhering to SLAs and KPIs defined by team leadership.Acted as a mentor and provided support to Service Desk Consultants, contributing to their professional development and onboarding process.Demonstrated proficiency in resolving customer incidents and service requests promptly and effectively, following established process guidelines and service standards.Delivered remote and onsite support services within agreed customer Service Levels and Key Performance Indicators, maintaining strong communication with customers to ensure high levels of satisfaction.Assisted in implementing national process improvements and maintained current knowledge of Information Technology advances and their applications in the work environment.Contributed insights and expertise to support the planning and execution of Technology's strategic priorities and business plan, promoting value creation, innovation, and improved performance.Demonstrated ability to absorb and retain information quickly, becoming a subject matter expert on projects and initiatives transitioning into business as usual operations.Demonstrated strong problem-solving and analytical skills, along with the ability to effectively multitask in a dynamic environment.Leveraged previous experience in a Service Desk environment, preferably in a large corporate environment, to provide superior customer service and meet customer needs effectively.Exhibited a customer-focused approach and a real understanding of meeting customer needs, contributing to sustainable growth and promoting sustainability initiatives within the organization.

• Helping users troubleshoot Windows 10/11 issues like BSOD, updating drivers, installing and updating software, and fixing problems with Windows updates.• Assisting users remotely using tools like TeamViewer, Microsoft Teams, Remote Desktop Protocol (RDP), and zoom.• Providing basic support to customers over the phone, email, in person, or through the company's ticketing system. Escalating complex issues to senior staff when necessary.• Setting up new computers for staff by installing the operating system, Microsoft 365, and required software.• Assisting with user management tasks in Windows Server AD and Azure AD, such as creating, removing, and disabling user accounts, resetting passwords, and managing file permissions.• Performing various tasks in Azure Active Directory, like creating or deleting user accounts, assigning custom domains, enabling, or disabling multi-factor authentication (MFA), and managing password resets.• Assisting users with Office 365 applications like Teams, Outlook, Exchange, SharePoint, and Mail. This includes managing licenses, resetting passwords, adding, or removing users from groups, and managing distribution groups.• Helping users configure and troubleshoot Outlook accounts, including managing automatic replies, adding email signatures, handling bulk emails, and organizing emails into folders• Assisting users with the initial setup and installation of printers, including connecting cables, configuring network settings, and installing printer drivers• Assisting with basic group policy management tasks, such as deploying software, implementing password policies, and managing application settings• Managing IP address allocation and configuring DHCP servers to ensure efficient assignment of IP addresses across the organization• Helping users troubleshoot backup and recovery issues and providing timely solutions• Monitoring Windows 10 performance through the Task Manager, including checking CPU, memory, disk, and network usage

• Collaborate with the Bar Manager to oversee daily operations, ensuring smooth and efficient bar service, exceptional customer experiences, and adherence to high-quality standards. • Provide guidance, training, and supervision to a team of 10+ staff members, fostering a positive and productive work environment.• Manage inventory levels, conduct regular stock assessments, and place orders to maintain optimal supply levels while minimizing waste and cost.• Respond to customer inquiries, resolve complaints, and provide recommendations, ensuring outstanding customer satisfaction and building strong relationships.• Implement quality control measures to ensure consistent adherence to industry regulations, health and safety standards, and company policies, maintaining a safe and compliant working environment.• Collaborate with cross-functional teams, including marketing and sales, to develop and execute strategic initiatives to drive business growth and increase customer engagement.