IT Service Desk Analyst
Hoople LTD · Feb 2017 – Present
- Provide technical support to Hoople, Hereford Council and Wye Valley Trust NHS users across hardware, software and Microsoft technologies.
- Manage incidents and service requests from initial contact through logging, troubleshooting, escalation, delegation and resolution using Sostenuto.
- Support Microsoft 365 environments including Office applications, Outlook, Teams and SharePoint, alongside modern Microsoft cloud services.
- Work with Active Directory and Exchange, supporting user accounts, access and messaging-related issues within an enterprise environment.
- Provide Windows 10 and Windows 11 troubleshooting and support, alongside knowledge of previous Windows platforms.
- Develop practical knowledge of Microsoft Azure, Intune and Entra ID through ongoing cloud and endpoint-management development.
- Troubleshoot networking technologies including IP, DHCP, DNS, LAN, WLAN and WAN, and support Cisco communications tools.
- Maintain a strong customer-service focus while prioritising incidents, communicating technical information clearly and following service-management processes.
Facilitator
Andy's Man Club · Oct 2026 - Present
- Facilitate weekly peer-support sessions, fostering a safe, inclusive and supportive environment where men feel comfortable speaking openly.
- Encourage honest, meaningful and constructive conversations around men’s mental health, wellbeing and personal challenges.
- Provide empathetic, non-judgemental active listening and peer support, while maintaining confidentiality and adhering to safeguarding policies and procedures.
- Recognise when individuals may require additional support and appropriately signpost them towards relevant professional and specialist services.
- Champion Andy’s Man Club’s mission of encouraging men to talk, listen and support one another, helping to reduce stigma and promote positive conversations around mental health.
IT Helpdesk Analyst
MandMDirect LTD · Apr 2012 – Dec 2016
- Provided technical support for hardware and software, answering helpdesk calls and managing incidents through to closure.
- Worked with call-logging and service-management platforms including Vivantio, VivaDesk and Jira.
- Supported Microsoft Office applications including Outlook, Word and Excel, alongside Windows desktop environments.
- Worked with Active Directory, Exchange, TCP/IP, DHCP, DNS, LAN, WLAN and WAN technologies.
- Prepared management and business reports and coordinated with third-party service partners for incident management and procurement requirements.
- Supported Android and iOS mobile technologies while maintaining a strong customer-service focus.
Customer Service Advisor
Halfords · Aug 2009 - Apr 2012
- Customer service, sales support, telephone support, tills, stock handling and general showroom operations.
