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Dex Robson

@dexrobson

IT Service Desk Analyst at ZIGUP who configures laptop deployments and resolves Windows, Microsoft 365, and Cisco VPN issues.

United Kingdom

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What I'm looking for

I'm seeking second-line IT support, desktop support, and related technical roles.

At ZIGUP, I provide IT support to internal colleagues, managing accounts, devices, and service desk incidents. I build and configure laptops for deployment and troubleshoot Windows, Microsoft 365, and Cisco VPN issues.

I also support mobile devices through MDM/Intune, configure profiles and app deployment, and contribute to technology rollouts and device lifecycle management. I create knowledge base articles and support documentation for recurring issues.

At Razorblue Group, I provided first- and second-line support to external client users in a managed services environment. I administered Microsoft 365 and Active Directory, configured VPN connections, and resolved over 90% of user tickets within agreed SLAs.

At Cubic Transportation Systems, I delivered first-line support to external clients across several regions, handling more than 50 daily contacts while maintaining 95%+ customer satisfaction. I hold Microsoft Certified: Azure Fundamentals (AZ-900) and am seeking second-line IT support, desktop support, and related technical roles.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Analyst

Current

ZIGUP

Aug 2025 - Present (1 year 3 months)

Provide IT support to internal colleagues, managing user accounts, devices and service desk incidents. Support endpoint deployment and troubleshooting across Windows, Microsoft 365 and remote access services.

Windows 10 11 Microsoft 365 Active Directory Cisco AnyConnect Intune MDM Service Desk Incident Management User Account Administration Knowledge Base Telephony Systems Network Patching Device Lifecycle Management

Client Support Engineer

Razorblue Group

Apr 2022 - Aug 2025 (3 years 4 months)

Provided 1st and 2nd line IT support to up to 600 external client users in a Managed Service Provider (MSP) environment. Resolved hardware, software, Microsoft 365 and connectivity issues remotely and on-site, working to agreed service levels.

1st Line Support 2nd Line Support Microsoft 365 Active Directory Windows 10 11 VPN Networking Service Desk Incident Management One Desk Customer Service Escalation Management

Warehouse Operative

Lidl GB

Nov 2021 - Mar 2022 (4 months)

Maintained 99% accuracy in processing warehouse orders, working to productivity targets, dispatch deadlines and safety requirements.

Order Processing Accuracy Productivity Safety Compliance

Service Desk Technician

Cubic Transportation Systems

Mar 2019 - Oct 2021 (2 years 7 months)

Delivered first-line support to external clients across Europe, North America and Asia Pacific. Handled incoming contacts and monitoring alerts, working with technical teams and field engineers to resolve transport technology incidents.

ServiceNow Incident Management Customer Service Troubleshooting Escalation Management Monitoring Communication Skills Time zone Coordination

Customer Advisor

Sky

Mar 2017 - Jan 2019 (1 year 10 months)

Supported broadband, TV and mobile customers through voice, live chat and messaging, combining clear communication with practical problem-solving. Handled account queries and complaints, taking ownership and explaining solutions clearly to customers with varying technical confidence.

Customer Service CRM Troubleshooting Communication Skills Complaint Handling CSAT NPS