Provide 1st & 2nd line support to customers in accordance with scheduled shift times. Provide support by telephone, remote control software, and desk side visits, where appropriate to ensure quick resolution of problems. Install, configure, support and troubleshoot software application and services including, all core bespoke business applications, Windows 7, Office 2007, Internet Explorer, troubleshooting of Windows 2003/2008/2012 Server, Terminal Services and Anti Virus issues, configure & support of the Avaya VoIP telephone system and setup different models of Avaya phones. Troubleshoot hardware and software problems for routers, printers, switches, blackberry, android, desktops, laptops & 3G cards.

Logging and resolving a variety of incidents from users on a variety of platforms bringing them to a satisfactory resolution with their individual set SLA’s.Working with backup software to ensure all business critical data is successfully backed on a daily basis.Using various Terminal Servers to resolve and troubleshoot calls as required.Supporting both office-based and remote users with various 1st and 2nd line IT issues.Working within Active Directory and Microsoft Exchange to resolve incidents as and when required.Troubleshoot issues with the various hardware and software solutions used by the company.Liaising with internal support teams and third party suppliers alike in order to resolve incidents.Troubleshoot and resolve network issues as required. Investigate various server alerts on a daily basis to ensure all servers are running efficiently.Using Microsoft SCCM to deploy software as required.Creating and setting up new starters in Active Directory, Exchange and other various systems  as required.Making sure that a suitable level of first time fixes is achieved prior to escalating the problem.Contribute effectively to the establishment and maintenance of the departmental knowledge base (CMDB).Provide users with regular updates and agree call resolution before closure

 Managing tickets through an ITIL-based, ISO 20000 aligned full service lifecycle Liaising with external clients and third party service providers as and when required in order to resolve tickets Resolving 1st and 2nd line support tickets as required within the agreed service level agreement Managing the internal SharePoint site on a daily basis To go through the change register and approve or decline changes as required. To attend emergency CAB meetings where required, keeping external clients and the business up to date regarding these change Analyse and investigate incident trends liaising with technical resources and 3rd party suppliers as required. Send out weekly change reports to the business detailing which changes (internal and external) went live, and which failed and their reasons. Managing all internal and external ticket queues to ensure that tickets do not breach SLA’s To actively partake in problem and capacity management meetings To carry out a full incident investigation report on the back of any priority incidents as and when they occur To be a point of contact for clients regarding any changes which are carried out, outside of normal working hours. Ensuring all relevant documentation relating to incidents, problem and change are up to date. Working within Active Directory, Microsoft Exchange and keeping records up to date. Ensuring tickets are updated and clients are kept fully informed of progress in accordance with internal Service Desk procedures General problem solving and troubleshooting as and when required Continuous monitoring of open tickets to ensure minimum standards are being met and taking appropriate action where they are not Assisting the Service Desk Manager in meeting service targets and maintaining a high standard of service delivery Contributing to service improvement across the department Maintaining professional standards of service delivery at all times

 Manage several internal systems (services) which are widely used in the business by roughly 400 staff, and provide support models for these services. Ensure that Service-Now system is kept up to date and any and all incidents occurring are logged via the set procedures Following up on incidents making sure the business are kept in the loop regarding all incidents which may have a business impact. Using my strong eye for detail to ensure any trends in incidents raised are picked up by problem and change management and seeing these through to completion. Putting together proposals for service/system upgrades, cost implications and benefits to the business Liaising on a daily basis with Problem management, Change Management, Incident Management to ensure there are no issues or planned activities which will affect my services, hence my business unit. Working closely with my business unit to deliver training on Service-Now to new staff and familiarise them with the IS processes and procedures Taking escalations from the business on priority incident and seeing them through to completion. Communicating effectively between IS and the business Approving change requests for those changes which impacted my business unit Creating a service pack and holding service review meetings with the business, on a monthly basis to keep them in the loop with all IS changes and to give the business a chance to bring any IS related matters to the table in an open forum discussion. Taking and either completing or delegating actions on the back of the monthly service review meetings

 Looking after all 250 field based staff’s mobile communication devices (mobile handsets, PDA’s, Digital Pens) providing technical support and cost saving resolutions to the problems that would occur and seeking assistance from our IT Support desk where necessary. Working closely with Senior Management to compile clear and concise reports detailing usage and spend  Minimising outbound calling to maximise business revenue. Providing one on one desktop support service to the office. Carrying out regular backups of the local servers to comply with disaster recovery procedures. To procure and support all the office hardware, software packages and peripherals. To patch in new networks for both data and communications as required To manage the internal server structure ensuring minimal risk of data loss and maximum security at all times To work in Active Directory, Microsoft Exchange and Manage local and group policies as required. Creating and delivering tailored training packages to groups of up to 6 people or individuals on a regular basis. Exceeding targets Delivering excellent customer services Maintaining a high regard for customer confidentiality Dealing with all support queries as and where required, involving 2nd line or third party suppliers as required