$12  / per hour

Years of experience



As an IT Helpdesk Analyst, I have a solid foundation in providing technical support and exceptional customer service. My experience includes troubleshooting and resolving various IT issues such as hardware and software problems, network connectivity issues, and offering email and telephone support. I am adept at managing multiple tasks simultaneously, ensuring timely resolution of customer complaints, and maintaining strong communication and problem-solving skills. My role at Retail Assist in Nottingham has honed my ability to explain technical information clearly to non-technical users, collaborate with vendors to resolve advanced problems, and provide on-call support for critical network outages. Additionally, I have experience producing technical documents to improve productivity and compliance with GDPR in managing and updating employee data. Prior to my current role, I worked as a Customer Service Manager at Ladbrokes, Nottingham, where I developed my customer service and managerial skills. I handled customer complaints, promoted profitable turnover through current promotions, and maintained excellence in customer service. My responsibilities also included effective cash control procedures, adhering to government guidelines on money laundering, and ensuring the shop operated smoothly during opening and closing shifts. I hold various certifications, including courses on online business security, customer empathy, and programming foundations. With a passion for software development and a strong background in IT support, I am eager to transition into a junior software developer position where I can apply my skills and continue to grow professionally.

Tech Stack

HTML, Bootstrap, CSS, JavaScript, Jira, Microsoft 365, Microsoft Teams


  • Providing efficient and professional technical support to end users, including troubleshooting hardware and software issues, network connectivity problems, and email support.
  • Offering clear explanations of technical information to non-technical users, ensuring they understand and can resolve their IT issues.
  • Providing on-call support for critical network outages and desk side support services for internal non-technical users.
  • Working with vendors to find replacement components and resolve advanced technical problems.
  • Handling customer complaints and comments to enhance customer loyalty, resolving issues efficiently within the shop at Ladbrokes.
  • Operating effective cash control procedures, ensuring adherence to government guidelines on money laundering, and maintaining crime-free gambling operations.
  • Producing and maintaining technical documents to introduce new first-line fixes, improving productivity, and providing prompt resolutions for end users.

Employment history

IT Helpdesk Analyst, Retail Assist December 2022 - Present
  • Responded to technical inquiries from end users while providing efficient and professional support in a timely manner.
  • Provided end-user troubleshooting and desktop support.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Provided IT support to non-technical internal users through desk side support services.
  • Documented support interactions for future reference.
  • Provided on-call support for critical issues related to network outages.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained and updated employee data while complying with GDPR.
  • Produced technical documents to promote new first line fixes to improve productivity and provide a prompter resolution for the end user.
Customer Service Manager, Ladbrokes August 2019 - December 2022
  • Conversed with customers with a view to identifying opportunities within current promotions to promote profitable turnover.
  • Dealt with customer complaints and comments in such a way as to enhance customer loyalty, resolving as many as possible in the shop.
  • Maintained customer service excellence throughout the shop according to divisional standards.
  • Operated effective cash control procedures and ensured all colleagues adhere to the cash control responsibilities.
  • Opened and closed the shop working both alone and with a colleague during the morning and evening shifts.
  • Adhered to government guidelines regarding money laundering and keeping crime out of gambling.

Education history

Derby University LEVEL 3 IT: GRADE: 74
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