Kieran Richards

End User Support Associate Engineer @Hargreaves Lansdown

Bristol, GB

Working in a FTSE 100 company as part of a second line team, providing End User Support to around colleagues working from our Bristol office and at home throughout the UK and overseas. • Utilized AD, AAD, and SCCM proficiently to effectively manage end user devices, including laptops and mobile phones, ensuring smooth operations and enhanced productivity. • Exercised exceptional proficiency in maintaining and prioritizing queues on the service delivery platform, ServiceNow, swiftly addressing incidents, requests, and other user-submitted tickets to minimize downtime and optimize user experience. • Diligently managed our SACM database, meticulously assigning devices to end users and meticulously updating stock information within the office, ensuring accurate and up-to-date records. • Assumed responsibility for efficiently onboarding new employees, meticulously preparing laptops, coordinating OU moves, and ensuring timely shipment of devices, guaranteeing a seamless transition into the organisation. • Played a crucial role in providing guidance and support to first line teams, readily escalating incidents and offering expert advice when necessary, ensuring swift resolutions and maintaining high service levels. • Provided support to the AV team, facilitating in-person and Teams meetings with the CEO, executives, and internal and external stakeholders, ensuring seamless communication and collaboration. • Conducted regular visits to our disaster recovery site, meticulously inspecting and maintaining equipment to ensure optimal functionality, promptly implementing necessary fixes to minimize downtime. • Rendered onsite support to our Warsaw office, immersing myself in their processes and procedures, establishing myself as a reliable point of contact for prompt issue resolution and enhanced productivity.

Huish Episcopi Academy

GCSE

Strode College

Professional Compentence for IT and Telecoms, Level 2 Diploma

Yeovil College

Creative Media Production, BTEC Level 2 Diploma