Ross Elder

Background

About Ross Elder

With a robust background in IT support and technical service management, I am currently serving as a Senior Service Desk Engineer at Littlefish, Nottingham. In this role, I act as a critical escalation point for technical issues, manage aged tickets, and address quality concerns. I proactively identify trends to reduce incoming volume and explore opportunities for automation and scripting. Collaborating closely with the Service Management and Service Delivery teams, I provide technical expertise and investigate potential improvements. Additionally, I create and maintain technical documents for new and existing customers, offer training to service desk members, and ensure the highest standards through proactive incident and request spot-checking. Previously, as a Support Desk Engineer at Littlefish, I delivered first and second-line desktop support, resolving issues competently while maintaining professional communication with customers and team members. I managed queries and service requests in alignment with service level agreements and contributed to specific projects designated by the Service Management Team. My tenure at Leicester Tigers PLC as an IT Technician honed my skills in system setup and development, budget management, and stakeholder management. I was the first point of contact for all club systems, including ticketing, sales, and CRM systems. I implemented and planned necessary improvements, streamlined reporting and training processes, and ensured compliance with GDPR and PCI DSS regulations. I also managed hardware provisioning, mobile device management software, and remote access servers, supporting both Mattioli Woods Welford Road and Oval Park. Throughout my career, I have consistently demonstrated an aptitude for learning new technologies and applying them effectively to solve complex problems. My technical proficiency spans a broad range of technologies, including Windows & Mac OS, Ivanti, ITIL, Service Now, Office 365, Active Directory, DNS, DHCP, AWS, ITSM, HP Switches, Cloud Infrastructure (Azure), and many more. I hold current NPPV2 clearance and MS-900 certification, underscoring my commitment to professional growth and excellence. I am passionate about leveraging my skills to drive innovation and deliver exceptional IT services. Let's connect to explore opportunities where we can collaborate and achieve remarkable outcomes together.