• Supervise all day to day operational aspects of the IT Helpdesk• To maintain that all operational procedures are correctly documented, reviewed quarterly, and adhered to• To act as the first point of escalation for the IT Helpdesk team regarding caller queries and system issues, propose advanced diagnostic techniques to identify problems, investigate causes, and provide solutions• To proactively identify process improvement opportunities and support continuous improvement initiatives under direction of the IT Support Manager and IT Operations Manager• To implement system and procedure improvements for the department to enhance the efficiency in the service provided to our customers and clients• Analyse annual statistical call trend information and distribute to Product Managers. Recommend improvements on Allpay systems to reduce the most common cases occurring• Coordination of IT Support projects• Providing second line support to clients and colleagues on a variety of products• Log all queries on the company’s in-house system, logging all details accurately, tracking all issues through to completion.• Support new product releases• Monitor and respond to all payment kiosk issues, events and alerts in accordance with the SLA. Proving assistance and support at both a technical and non-technical level to a range of end users, support staff and suppliers of varying IT competencies.

• Providing second line support to clients and colleagues on a variety of products• Log all queries on the company’s in-house system, logging all details accurately, tracking all issues through to completion.• Support new product releases• Monitor and respond to all payment kiosk issues, events and alerts in accordance with the SLA. Proving assistance and support at both a technical and non-technical level to a range of end users, support staff and suppliers of varying IT competencies

• 2nd line desktop support for all operating systems, applications• Provide technical support to all company IT users (office based, centres, and remotely) within agreed SLA timescales on a 350+ user network• Work with the Systems Engineer on the maintenance of company systems, including PC hardware, software, networks and related issues• Supporting and configuring peripherals such as; Printers, scanners, fax machines• Microsoft Exchange 2003/2007 administration• Assist with the testing and evaluation of new technologies being researched in the development of the company IT systems and infrastructure• Travelling to UK and overseas sites annually to roll out new IT equipment• Telecoms management on ISDX, Siemens Messenger 500 and Agile HiPath desktop/Manager