1. Joy Pilling
pillingjoy@gmail.com or 07421000998
I have recently returned to Wellington having spent 18 months working for Cordant Group PLC.
During my time at Cordant Group I transitioned from Service Desk Analyst to Team Leader and
finished as the Service Desk Manager. Prior to relocating to London I worked within Financial
Services as well as the IT industry as a Business Analyst. Through these roles I am adept at simply
and effectively communicating necessary processes and knowledge to others. This is shown through
my proficient documentation skills. I am able to bring a practical knowledge of how important
communication, documentation and requirements are to optimise performance and delivery.
KEY TRANSFERABLE SKILLS
 Operational support for specific applications
 A sound understanding of the Service Delivery Life Cycle
 Develop requirements for, new systems and enhancements to existing systems; ensures the
system design fits the needs of the users
 Fully document changes for functional and business specifications; detailed, universally
understood procedures, these can also be for use in training
 Assisting with the business case
 Planning, monitoring and eliciting requirements
 Requirements organisation
 Translating and simplifying requirements
 Requirements analysis, management and communication
 Produce and maintain functional specifications and implementation plans
 Identifying the current- and future-state business processes.
 Create and manage documentation pertaining to specific applications/systems or for a wider
range of documentations for the group
 Change implementations - Create, manage and implement
 A strong capability to work with business users, technology and the wider group to discuss,
maintain or change systems/applications
 Recovery Team Lead for Disaster Recovery rehearsals
 Technical verification
 Creating training documentation
 Delivering Training
 Google for work (Better Cloud, Doc, Sheets, Presentation and Forms)
 Microsoft
 Ability to work across many initiatives and assignments at one time
 Flexible, fast learner, quick to learn new skills and technology
 Future focused and innovative with a strong drive for completion within agreed time frames.
 Excellent interpersonal and communication skills- bringing an outgoing style and excellent
verbal capabilities
 A real enjoyment of working within a team to create a vibrant atmosphere that is driven to
succeed
Cordant Group PLC
2014-2016
Company Information: Cordant offers integrated services including recruitment, security, cleaning and
technical electrical services. With over 2500 staff in a variety of roles my team of 10 actively
managed over 3000+ tickets a month via our ticketing system (Fresh Service and phone calls)
Sept2015 – Jan2016 Service Desk Manager
Key Responsibilities
 Day-to-day responsibility for the Service Desk function’s people, processes and technology

2.  Continuing the transformation and development of IT Operations and Support
 Actively participating in our Google Transformation Project of over 2500 users from Citrix and
Windows to Google
 Creating and maintaining documentation
 Future state and gap analysis of Systems
 Application Catalogue
 Vendor Catalogue
 Acting as point of escalation to the Directors
 Acting as point of escalation to business for any service-related IT issues.
 Ensuring identified incidents and problems are professionally and effectively managed to
ensure the IT team stays within its service level agreements (SLA).
 Ensuring that identified incidents and problems are descriptively logged and kept up to date
on The Organisation’s call logging system (Fresh Service).
 Ensuring daily tasks are performed as per the IT schedule including server backups,
performance and capacity monitoring.
 Performing Microsoft Active Directory domain tasks and Google tasks including
user/computer account, creation, modification, deletion, and NTFS permissions.
 Ensuring Cordant's computing facilities are kept secure to reduce the risk of breaches of
confidentiality, integrity and availability.
 Preparing and participating in ITS meetings
 Engaging the team and creating a workplace that facilitated the needs of a diverse team
 Encouraging the teams to be collaborative and inclusive
July2015 – Oct2015 Service Desk Team Leader
Key Responsibilities
 Providing Reports on SLA compliance, Service Desk Metrics and IT assets
 Creating and maintaining documentation
 Training staff
 Ensuring the day to day running of the IT Service Desk,
 Ensuring IT Service Desk staff coverage, call levels and SLA compliance
 First point of support for IT Service Desk staff.
 Initial escalation point for all user requests.
 Carrying out fault finding and problem solving on software and hardware issues and passes
more complex faults and requests to the IT Manager’s (Services) or other relevant resource.
 Setting up and install replacement IT equipment in line with Cordant policy.
 Carrying out other administrative duties including rota’s, sick leave, user creation, password
resetting and other related duties
 Monitoring and checks backups and backup routines to provide security of the data held.
 Maintaining the IT Asset Database.
 Providing support to the IT Service Desk Manager (Services) and Group Directors.
 Representing the department where required.
 Following established IT processes and supporting new ones.
 Promoting of best practice within the IT Service Desk team
 Ensuring SLA compliance for the IT Service Desk team
 Assisting and participating in IT and other departmental Projects where requested
 Managing small projects as requested
Aug2014 –Jul2015 Service Desk Support
Key Responsibilities
 First point phone and email contact to resolve production incidents, problems and queries for
a broad range of companies over numerous locations in the United Kingdom
 Google application support
 Proactively manage the request queue.

3.  Resolving requests within the agreed Service Level Agreement’s (SLA)
 Provide timely support for bespoke applications
 Assisting new staff with processes and procedures
 Maintaining the support documentation
 Liaises with the business on a day-to-day basis
 Escalating incidents to the correct vendors/managers
 Top person to resolve and close incidents
 SDM for the transition from AHD to Fresh Services (ticketing tool)
ANZ
2006 – 2013
Company Information: ANZ is one of the world’s largest banks. ANZ businesses serve more than 5
million customers and employ more than 28 000 people and are represented in the primary markets
of Australia and New Zealand, as well as Asia, the Pacific, UK/Europe and United States. ANZ is
New Zealand’s largest company.
Sept 2011 – Sept 2013 Business Analyst (IT Support)
Key Responsibilities
 Proactively managing the team’s incident management workload resulting in consistent SLA
attainment.
 Subject Matter Expert for the implementation of the new IT Service Management System
 Requested to go into the Tallyman project to create a link between them and technology to
create an environment of open discussion
 The merger of the National Bank and ANZ platform
 Technical verification of applications
 Participating in the dress rehearsals, back out and the Go Live
 Recovery Team Lead for Disaster Recover
 Assist business users and Shared Services Support/Service Desk to resolve production
incidents, problems and queries
 A strong understanding of implementing a change implementation.
 Contribute to and support research, requirement gathering and validation activities directly
with customers, including usability and acceptance testing
 Resolving incidents/work request and problems within the agreed Service Level Agreement
(SLA)
 Provide timely operational support for bespoke applications
 Producing functional specifications and implementation plans
 Maintaining the support documentation
 Understand, document and prioritise business requirements across affected business areas
 Liaises with end user/business on a day-to-day basis
 Joining in the discussions with the Project Managers, Technical Project Managers and
Stakeholders
 Working with technical representatives of software vendors
 Identify and implement methods of improving business process and system quality and
efficiency
 Assisting a business project with maintaining Technology, Risk and Audit requirements
Mar 2008 – Sept 2011 Service Desk Analyst
Key Responsibilities
 First point contact resolution, for both ANZ and NBNZ staff
 Provide technical support for a broad range of banking applications
 Maintaining a well-rounded and up to date knowledge of ANZ and NBNZ
applications/technologies
 Phone based 1st level technical trouble shooting

4.  Remote weekend support via email, phone, office communicator and remote shadowing tool
 Maintaining compliance with SLA’s for AHD incidents and escalating these to the correct
2nd/3rd level teams when required
 One on one training for new staff members
 Writing training documentation and updating documentation for new processes or change of
processes
 Training new staff members
 Building and maintaining relationships with 2nd and 3rd level IT groups
Jan2006 – March2008 ANZ Call Centre
EDUCATION AND QUALIFICATIONS
Year 2011 ITIL V3 Certified
Year 2010 Degree Bachelor of Arts - Major English Literature, Victoria University, Wellington, New
Zealand
Year 2002 Bursary, Sacred Heart College, Napier, New Zealand