IT Support Professional

Scott Lathwell

IT Service Desk Analyst

Helping users resolve technical challenges through structured troubleshooting, responsive support and clear communication.

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01 / About

Professional profile

IT Service Desk Analyst with 14+ years of technical support experience, including 9+ years in a Service Desk Analyst role. Currently supporting Hoople, Hereford Council and Wye Valley Trust NHS users across enterprise IT environments. Strong practical background in Windows, Microsoft 365, Active Directory, Exchange, SCCM and enterprise IT support, with developing hands-on knowledge of Microsoft Azure, Intune and Entra ID. Passionate about cloud technologies, automation and continual professional development, with current self-directed study in Python, AZ-900, AI-900 and AZ-104.

02 / Expertise

Technical skills

14+ years IT support experience
9+ years Service Desk experience
Microsoft 365 & Windows
Azure, Intune & Entra development
Active Directory & Exchange
Incident & service request management
ITIL Foundation
Hardware & Software
Python & automation development

03 / Career

Professional experience

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.

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.

Showroom Advisor

Halfords · Aug 2009 - Apr 2012
  • Customer service, sales support, telephone support, tills, stock handling and general showroom operations.
04 / Qualifications

Education

  • Hereford College of Technology — BTEC National Diploma, IT Practitioners, Level 3 (2008–2010), Merit / Pass / Pass. Modules included Computer Systems, Information Systems, Advanced Database Skills, Software Design, IT Technical Support, Systems Troubleshooting and Repair, Networking and Web Server Scripting.
  • Hereford College of Technology — BTEC First Diploma, Business, Level 2 (2007–2008).
  • Hereford College of Technology — BTEC Introductory Diploma, Engineering, Level 1 (2006–2007), Distinction.
  • Whitecross High School, Hereford (2001–2005).
  • Bray Park State High School, Brisbane, Queensland, Australia (2006).

Certifications & Professional Development

  • ITIL Foundation
  • Level 2 Certificate in Principles of Cyber Security.
  • CompTIA A+ 220-601 Essentials and 220-602 Technician — studied as part of Level 3 IT programme.
  • Currently studying / developing: AZ-900 Azure Fundamentals; AI-900 Azure AI Fundamentals; AZ-104 Azure Administrator Associate; Python programming and automation fundamentals.
05 / Get in touch

Let's connect.

Interested in discussing an IT support opportunity? Get in touch to talk about my experience and skills.

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