Key ResponsibilitiesLead the Technical Service Centre team to deliver exceptional service, ensuring compliance with IT SLAs.Administer the Marval Service Management System for over 60 Corporate users and the skills support Team .Administer the asset management database and CMDB for our 1600 users.Delegate tasks effectively, monitor progress, and ensure objectives are met.Collaborate with departmental teams to resolve issues promptly, enhancing customer satisfaction.Stay current with industry trends and best practices to improve customer support processes.Provide proactive and customer-focused diagnostic support, troubleshooting all logged tickets.Document thorough troubleshooting notes before escalating issues to internal and external support teams.Support remote locations through onsite visits and remote support tools.Serve as the primary contact for major incidents, ensuring timely communication and thorough documentation.Drive continuous improvements in the customer experience at the Technical Service Centre.Advocate for the service desk framework and manage the asset database.Identify opportunities for continuous improvement in IT systems and processes, implementing necessary changes.

• Providing 1st and 2nd support of all MGC IT systems including Office 365, Active Directory, Equitrac managed print system, Sophos safeguard encryption, Cisco Meraki and Daisy telephone systems.• System Administration of the 365 Quarantine and Cisco encryption systems for the quarantining of email.• Remote support of customers using Remote assistance tools.• Accurate ticket logging and taking ownership of the ticket to completion or escalating to the relevant support team as required.• Working with customers in procurement of IT equipment that is both cost effective and relevant to the role.• Working with third party suppliers to ensure that delivery of service is maintained to contractual and service standards.• Creating images for Corporate devices.• Configuring and installation of Growth company Equipment for customers.

• Providing first line and 2nd line support for NHS staff based at Central Manchester Foundation Trust via telephone, Email and the Manage engine service desk system. • Logging of issues and service requests with Manage engine system and HP Open View service desk to the relevant support teams and engineering Groups. • Use of remote tools to solve client issues. • Providing 2nd line remote and desk side support to clients. • Diagnosing and troubleshooting of hardware and software issues. • Configuration and installation of desktops, laptops, peripherals, Mobile phones and hand-held devices. • Basic troubleshooting of network issues using network flukes and third-party applications. • Creating user accounts, security groups and Distribution Groups in active directory. • Undertaking project work including the introduction of new solutions and hardware deployment, • Exchange Power shell to manage permissions to mailboxes and calendars. • Maintaining excellent relations with customers and third-party vendors to resolve issues. • Providing 24 hour on call support to critical departments. • Heavily involved in the provision of desktop support and hardware Installation for the successful move of Saint Mary's hospital, the Royal eye hospital and the Manchester Children's Hospitals into the new Central Manchester foundation trust hospital.

• Managing the introduction of new third party products to the Dell Catalogue from the fulfilment stage, through the testing phase until product reached end of life. • Working with Dell engineering teams and third-party vendors to ensure a quality product is delivered to the customer. • Validation, full functional testing and UAT of Dell branded and third-party peripherals against the full range of Dell desktops, laptops, workstations and windows operating systems. • Troubleshooting of software install failures in the Pilot and Factory stages of Dell's factory install process. • Creating test plans and procedures for the validation and full functional testing of products. • Working with vendors and fulfilment hubs to ensure sufficient stock for go live. • Completed business process improvement (BPI) to yellow belt standard leading to an increase in productivity and rate of test sample turn around. • Received Dell team silver award for the successful introduction of the Microsoft Vista operating system in EMEA • Received Dell team bronze award for the successful validation and introduction of the Dell printer range in EMEA.

• Managed assistant technician workload and training. • Repaired faults detected during the manufacturing process and during the extended test phase • Replaced faulty hardware, providing feedback to third party vendors regarding possible manufacturing issues. • Capable of building and repairing the full range of Dell Enterprise and Power vault systems (1998 – 2001) • Supported notebook and workstation repair teams during periods of increased production and staff shortfall. • Provided support to Dell training department as part of the pilot of new PowerEdge servers, informing on best practice and issues which directly affected quality

• Capable of Building the full range of Dell servers and storage (1998 - 2001) • Maintained an excellent build rate and quality metric. • Identified and fixed faults found during the server build phase.