I work as part of an experienced virtual team, supporting more than 400 colleagues primarily in Winnersh. Extended to Reading, Central London (The Shard), remote workers and other UKI sites as required. I manage 2nd line service requests using Service Now, following an ITIL model with opportunities to support a variety of technologies.Key Responsibilities:• Microsoft Operating Systems and Software • Mac OS / Apple iOS • SCCM/MDT deployment • Cloud Services - Office 365 Suite/Skype for Business/Service Now • Security Services - McAfee EPO/WSUS/Secunia/VPN • Experience with Dell/Lenovo/HP/Apple hardware • Audio/Visual services including on premise Cisco/Skype facilities

As an extension to my Desktop role at Sage, I have also been tasked with Vulnerability Management. Within this role I have been working with the Security & Infrastructure team identifying vulnerabilities on Sage’s cloud servers, using tools such as SCCM, Kenna and Qualys to identify my findings and implement security patches to reduce our overall vulnerability score.

• Provide first line support to high profile clients as part of the Advanced 365 Service Desk team • Ensure an exceptional level of customer service and satisfaction• Troubleshoot and resolve front line issues and queries across multiple clients • Effectively liaise with second and third line teams as well as third parties to troubleshoot and resolve calls• Ensure timely resolution of requests in line with a published Service Level AgreementsCurrently providing 1st/2nd line support to a high profile clients. Using MS Office, Citrix, Exchange Management Console, Messagelabs , O365, Active directory, Remote tools etc as well as escalating relevant calls to on-site support analysts and 3rd line engineers. Was previously providing 1st line support to SME clients that use Hosted services. Using active directory, command prompt, outlook web app to identify and resolve end user's issues.

Customer facing role; acting as the first port of call for customers. Understanding and acknowledging a customer's needs Abiding by compliance procedures and adhering to data protection policies.Building a rapport with a customer and respectively finding the best possible deal for a customer to suit their needs.Assisting customers in setting up their mobile devices and dealing with their questions and queries.Cash handling and meeting sales targets.Undertaking all aspects of customer care, from greeting the customer, building and rapport, account opening (including performing eID checks and credit scoring) to successfully completing all relevant paperwork.Working both independently and as part of a team to ensure all daily tasks are completed efficiently alongside dealing with telephone enquiries with excellent customer service.