At Lindt & Sprüngli, I provide IT support to internal users, resolving hardware, software, network, Windows 10/11, Apple iOS, and Microsoft 365 issues.
I manage incidents and service requests in ServiceNow, administer Active Directory and Azure AD accounts, permissions, passwords, and mailboxes, and support onboarding through IT inductions and system training. I also install and maintain desktops, laptops, smartphones, tablets, printers, AV equipment, and networked peripherals.
Previously at Kingston University, I handled service desk tickets with an 80–90% first-contact resolution rate while maintaining a weekly phone abandonment rate below 3%.
My experience also includes first-line support at St Mary’s University, where I triaged and escalated tickets, supported Microsoft, iOS, telephony, Wi-Fi, and printing systems, maintained website content through a CMS, and worked in line with GDPR and CMA compliance.
