Elliot jones
IT Professional
Who am I?
A motivated and practical IT professional with strong numeracy and logical problem-solving skills. Reliable, punctual and confident working in fast-paced environments.
CertificationS
CompTIA & Packt Publishing
Studying for the major CompTIA certifications via Packt Publishing, with a strong interest in PC installation, troubleshooting and support, IT networks and security systems.
WORK
Health Education and Improvement Wales (HEIW)
I’m a key member of the HEIW Digital Service Desk team, part of NHS Wales, acting as the first point of contact for all digital support queries, I play a key role in ensuring a professional, responsive, and customer-focused service.
## Technical skills
– CompTIA A+ / N+ (in progress)
– PC hardware installation and upgrades
– Component replacement (RAM, SSD, peripherals)
– Windows operating system support
– Device setup and configuration
– Basic networking fundamentals
– Router and peripheral installation
– Microsoft 365 and Google Workspace
– Hardware fault diagnosis and troubleshooting
Cowbridge Comprehensive
A Levels – 2023 (3 Passes)
ICT
Welsh Baccalaureate
Film Studies
Cowbridge Comprehensive
GCSEs – 2021 (9 Passes)
Including Mathematics, English Language, ICT, Engineering and Science.
Achievements
Full Clean UK Driving Licence
Represented Wales in Table Tennis
Competitive Football Experience
PRESENT
MAY 2026 – NOW
Junior Digital Service Desk Analyst
A key member of the HEIW Digital Service Desk team, part of NHS Wales, acting as the first point of contact for all digital support queries, I play a key role in ensuring a professional, responsive, and customer-focused service.
Responsible for troubleshooting technical issues, maintaining accurate records, and escalating more complex problems to senior colleagues or second-line support teams.
My work involves logging, categorising, and prioritising incidents and service requests received via phone, email, Microsoft Teams, or the ITSM tool and aiming to resolve issues at first contact where possible and escalate more complex problems to second-line support or senior colleagues as needed.
In addition to managing the service desk ticket queue and telephone line, I’m also responsible for maintaining the service desk email inbox , administering the Configuration Management Database (CMDB) and monitoring IT equipment stock levels ensuring all digital assets are properly recorded and maintained.
This role requires strong communication and collaboration skills, working closely with internal teams and external partners such as Digital Health and Care Wales.
Past
JULY 2023 – MAY 2026
CREW MEMBER
Working in a fast-paced environment requiring reliability, teamwork and time management.
Responsible for delivering high standards of customer service, maintaining operational procedures and demonstrating consistent punctuality and professionalism.
International Travel Experience
2025 – 6 Months (career break)
International travel experience across multiple countries including Qatar, Thailand, Vietnam, Indonesia, Denmark, Netherlands, Greece, Spain, Portugal and Cyprus.
Developed adaptability, confidence, planning skills and cultural awareness.