I am Toby Richards

2nd Line Service Desk Analyst July 2022 - Present

Sciensus

• Act as an escalation point of contact for any issues escalated by Service Desk Analysts.
• Provide guides / training material to help other service desk analysts.
• Responsible for mentoring two new apprentices.
• Communicate with 3rd Party system providers and party suppliers to fix issues.
• Liaise with 3rd Line Service Desk Analysts and other IT teams to solve tickets.
• Host face to face inductions with staff to help reduce the number of tickets raised.
• Manage the service desk in the absence of the manager.
• Provide courteous telephone and face to face support, remote and desk side assistance to users with both IT hardware and software as well as telephone/tablet related problems.
• Built iPhones via Apple Business Manager and Intune.

1st Line Service Desk Analyst November 2021 - July 2022

Sciensus

• Responsible for setting up phones and tablets using Intune and Samsung Knox.
• Create forms that speed up processes using Excel and VBA.
• Responsible configuring new laptops.
• Maintain Active Directory, E-mail Users and Group Policy to ensure user information is optimal and Security policies are applied.
• Diagnose both hardware and software faults and solve technical problems, either over the phone or face-to-face.
• Accountable for asset tracking to ensure an up to date view can be found.
• Manage D365 CE and FinOps Permissions.
• Work as part of a team to resolve IT user issues.
• Fluent in Office Programs.

IT System Support Engineer June 2015 - November 2021

Briggs Of Burton

Briggs Of Burton

• Responsible for looking after over 170 users across the UK and US, their laptops, PCs and mobile phones.
• Diagnose both hardware and software faults and solve technical problems, either over the phone or face-to-face.
• Created holiday charts, holiday request forms and IT request forms using Excel and VBA.
• Responsible for installing and configuring new computers and servers.
• Oversee the Intranet sites for the UK and US.
• Accountable for patching in network and telephone ports throughout the building.
• Conduct roll call in the event of a fire drill.
• In charge of training new staff on the any equipment they haven’t used before.
• Fluent in Office Programs.

Matchday Snack Bar/ Bar Staff Manager Jan 2015 - Dec 2016

Burton Albion

• Responsible for serving drinks and snacks.
• Supervise bar staff.
• Accountable for cashing up.
• Verify customers age if they looked underage.
• In charge of changing the gas and barrels.

Waiter Dec 2013 - Dec 2014

Wing Wah Chinese Resturant

• Greeting customers.
• Taking food and drink orders.
• Resolve any customer complaints.

University of Derby2021 - 2023

First Class Honours Degree - Bachelor of Science in Computing and Information Technologies

3AAA Apprenticeships 2015 - 2016

Level 4 Diploma ICT Professionals – System Principles

Burton and South Derbyshire College 2015 – 2016

Edexcel Extended Diploma in IT Software Development Achieving Distinction Distinction Merit

The de Ferrers Academy 2007 – 2013

GCSE’s Achieving 13 GCSE’s A* to C, including Maths and English.