PACS/RIS Officer

ICT Support Analyst for the University of North Staffordshire and Stafford Hospitals.

IT Support

Day to day Operations of the IT department.

Covering all aspects of IT for 6 travel companies recently merged.Administrating all systems, telephony, active directory and apps

Providing Technical Support to all Carphone Warehouse employees, including all 800+ branches in the UK and all Call Centres including Dubai, India and South Africa.Providing resolution to errors using Remedy to log each and every call and escalating query's to other departments to resolve errors that cannot be resolved by the service desk in a pleasant and professional manner.Escalating and troubleshooting major incidents to the correct department.Following agreed procedures and adhering to escalation procedures Maintaining an accurate log entries of requests with fault details and contact information and advise users of actions taken.Promptly allocating unresolved calls as appropriate.Maintaining and reporting up to date and accurate inventory information on the organisation's ICT assets.Carrying out appropriate controls and checks by following a set of daily monitoring/system administration activities according to defined work instructions.Operating infrastructure - Knowledge of the ICT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.Application systems - The application of automated systems to the support of specific business functions or processes. Examples: EPOS, Crystal Reporting, Business Objects, IMS, and RepairsCustomer service techniques - Techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of products and services.Desktop software - The use of everyday desktop software. Examples: word processing, spreadsheets, graphicsIncident Management Shadowing, using the ITIL process I have shadowed and followed the life cycle of an Incident and how it is managed within the Incident management process.Systems Used - Remedy, Oracle, PIE (sales System) Windows 2000 and 2003, XP and Vista, Outlook, Citrix, Imacs, Internet explorer, VNC.

All aspects of customer services, progressing to senior advisor. General call centre duties including answering calls and processing customer queries. After a year working in the call centre I moved into the skill centre to assist new starters and general coaching and floor walking. Systems used - Microsoft and Billing system.