• Lead all 1st–3rd line support queues via HALO ITSM, handling complex escalations and ensuring timely resolutions across 18 sites and home working environments supporting approximately 2,000 users
• Created, tested, and deployed multiple iTrent modules from scratch including Workflow, Recruitment, and Onboarding — managing the full lifecycle from requirements gathering through UAT to production release
• Proactively monitor system performance and user experience, identifying areas for improvement and implementing changes that streamline processes for both end-users and operational stability
• Design and deliver bespoke training programmes for end-users and support staff, including live workshops tailored to specific user needs and skill levels
• Author and maintain comprehensive SOPs, how-to guides, internal documentation, and knowledge base articles to increase first-time fix rates and reduce repeat tickets
• Create and run management reports using SAP for a range of stakeholders including the Trust's board, directors, and HR colleagues — supporting data-driven decisions and highlighting trends, risks, and improvements
• Coordinate with external vendors for escalations, patches, updates, and system integrations, ensuring alignment with internal roadmaps and SLAs
• Utilise AI-assisted tooling to accelerate documentation, quality-check communications, draft knowledge articles, and support faster troubleshooting
• Ensure all processes, documentation, and reports comply with internal and legislative data protection and data security policies

Provided frontline technical support for Sky customers, diagnosing and resolving a wide range of connectivity, device, and account issues. Consistently met and exceeded SLA targets while maintaining a strong focus on customer experience. Developed clear troubleshooting methodologies and follow-up procedures that improved first-contact resolution rates. Gained valuable experience in fast-paced, high-volume support environments and honed skills in active listening, clear communication, and systematic problem-solving under pressure.