The document is a resume for Joy Pilling summarizing her work experience and qualifications. She has over 15 years of experience in IT service delivery roles, most recently as Service Desk Manager at Cordant Group PLC where she managed a team of 10 and over 3000 support tickets per month. Prior to that, she worked at ANZ bank in both business analyst and service desk roles, gaining experience in requirements gathering, documentation, and incident management. She has qualifications including ITIL certification and a bachelor's degree in English literature.

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