A highly competent and enthusiastic First Line Support specialist with experience of providing advice and practical assistance to system users via the IT service desk telephone system and remote support software tools. Highly focused with a comprehensive understanding of dealing with 1st line support calls and in-depth knowledge of ITIL processes. Boasting a consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing performance.

Now looking for a suitable position with an ambitious & exciting company.

My day to day tasks included:

  • Responsible for answering helpdesk queries via the telephone or the shared email
  • Resolving queries on the call where possible or escalate according to the issue or change request
  • Accountable for resolving both hardware and software issues
  • Tracking, recording and monitoring the helpdesk calls to ensure service levels agreements are met
  • Document all software and hardware faults with resolutions
  • Diagnosing, fault finding and resolving IT issues using the remote control software tool
  • Responsible for setting up new accounts and administrating Microsoft Exchange email account

Years of Experience

8 months

Work Experience


1st Line Support Technician

April 2022 - Now

Luul solutions


May 2023 - Now

Apprenticeship in coding (HTML, CSS, Javascript and Linux commands)


  • Problem solving

    Excellent problem solving and route cause analysis skills

  • Communication skills

    Ability to communicate and build rapport with clients

    Good telephone manner and excellent interpersonal skills

  • IT

    Extensive knowledge of systems, networking, hardware and software

  • Coding

    Currently learning coding languages including HTML, CSS and javascript and also Linux commands