• Resolving incidents that are assigned to the 2nd line queue using various support tools (Remote desktop tools, Active Directory, Email, BES etc…) • Managing workload to accommodate scheduled requests (Machine roll outs, Software deployment, Office moves and File/Folder/Mailbox Access etc…)• Morning and Afternoon checks on local servers• Managing server data backups (Checking logs for any failures, restoring lost data and ordering and rotating backup tapes etc…)• Various MIS related Projects (Deploying a new managed services tool to all our workstations/servers and assisting in the domain/mailbox migration of over 1000 users)• Contacting 3rd party service providers (Vodafone, Iron Mountain and Insight etc…)• Duty supervisor to the rest of the team, 1 week out of every 3 weeks on a rolling basis (managing the 2nd line queue on the ticket logging system, picking up business critical calls/escalating when needed and assigning calls to individual team members)

• Resolving all 1st/2nd line incidents and escalating if necessary• Assisting the I.C.T. Manager with projects• Allocating of new P.C.’s• Asset tagging all hardware and maintaining the Asset Database• Managing BlackBerry users through the BES• Development/Maintenance of the company’s websites/Intranet