Nick Bloor
Senior Service Desk Analyst (2nd Line) Digital, Data and Technology (Ddat) @Staffordshire Police
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WORK HISTORY
Senior Service Desk Analyst (2nd Line) Digital, Data and Technology (Ddat) @Staffordshire Police
GB
I am responsible for delivering end-user IT support within Digital, Data and Technology (DDaT) for the force. I manage the Service team’s live environment support, provided by internal teams or external suppliers. I represent end users in IT governance and in service transition and onboarding.Core responsibilities•Deliver excellent IT customer service across the force.•Ensure clear, effective end-user communication.•Monitor user satisfaction and manage complaints.•Provide first and second line support, including service desk and remote support.•Represent customers in IT processes and governance, including the Change Advisory Board.•Support service transition and onboarding.Key tasks and accountabilities•Provide assurance and practical support to end users during incident resolution.•Deliver remote desktop support, aiming to resolve on first contact.•Conduct ad-hoc audits and feedback surveys on performance.•Identify call trends and drive preventative fixes.•Maintain accurate, relevant knowledge articles in the ITSM tool and keep workflows streamlined.•Explain the Service Catalogue to users requesting new items.•Handle complaints with sensitivity and manage the escalation process.•Manage incident, configuration, availability, capacity, continuity, and release activities in line with the ITIL framework.•Escalate urgent problems and first-line issues when required.•Review service levels and service desk performance against agreed targets.•Provide contextual input to influence procedural changes and improvement ideas for senior managers.•Call out third-party suppliers in line with call-out arrangements and SLAs.•Resolve incidents and service requests efficiently, making best use of available resources.•Contribute to major incident reports for outages or system failures.I focus on reliable, user-centred support, measurable service performance, and continuous improvement.
EDUCATION
Longton High School
GCSE, English, Maths, Science, IT, History, Geography, Religious Studies
SKILLS
ABOUT NICK BLOOR
CAREER STATEMENTAccomplished IT professional with over 20 years of experience in customer service and IT management, specialising in Azure Cloud support, IVR call routing, trend analysis, skilled administration, and data manipulation. Adept at leading teams to enhance performance, streamline operations, and boost customer satisfaction. Proven ability to deliver significant efficiency improvements and operational excellence. Known for a results-driven approach, strong problem-solving skills, and expertise in managing complex data sets, consistently achieving high service levels and reducing incident resolution times
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