Charlie Richardson

I am an experienced Service Desk Analyst with hands-on expertise providing Tier 1 technical support for CounterSolutions UK. In my previous role, I handled front-line technical queries, logged and resolved customer tickets, and delivered clear, friendly, and solution-focused assistance to end users. I’m comfortable troubleshooting hardware/software issues, escalating cases appropriately, and maintaining strong communication with both technical teams and non-technical users.

Service Desk Analyst — CounterSolutions (Oct 2022 – Apr 2024)
Provided Tier 1 support to end users, diagnosing and resolving technical issues, logging incidents, and ensuring timely responses within SLA. Communicated clearly with customers and internal teams, escalated complex cases appropriately, and maintained high-quality documentation and service standards in a fast-paced helpdesk environment.

NVQ Level 2 — Professional Catering & Culinary Skills
Demonstrated discipline, precision, and practical learning in a hands-on environment.

GCSE Mathematics — Grade 5
Strong numerical reasoning and problem-solving foundation.

GCSE English — Grade 4
Solid written and verbal communication skills.