My role at Advanced365 is to be part of the 2nd Line Service Desk team, taking incoming calls from clients whom have higher complexity systems & software packages in place. Or from clients whom have chosen a support package which has their tickets automatically escalated, bypassing the main Service Desk.We get calls escalated to the Help Desk system from the 1st Line team on the Service Desk, if they are unable to resolve it themselves in a timely manner, or if the issue requires a more technical approach in the first instance.We deal with hundreds of different clients, some of which are quite high profile, and house-hold name businesses. We deal with clients which could be referred to as ‘start-up businesses’ with only 5 – 10 staff members, as well as businesses which have offices throughout England, and indeed across the globe, with staffing numbers reaching high into the thousands.Part of my role involves distributing the communications for Priority-1 tickets, not just within Advanced365, but to the senior management teams of the affected client. Priority-1 communications need sending every 30-60 minutes (SLA dependent) whilst a Priority-1 ticket is in progress. This requires a very timely and organised approach to handling tickets, which I am successfully able to achieve.The Help Desk system is Remedy, the ITIL incident management solution. Which contains the tickets for all staff members and teams within Advanced365.

My IT Help Desk role was Tupé transferred over to Blue Chip Data Systems after the acquisition of Chem-Dry UK Ltd to a new parent company, whom already utilised Blue Chip Data System's IT Support Services.I retained the same role & duties from Chem-Dry UK Ltd, but some additional duties included:-Worked within a team of 5 people providing 2nd Line IT Support to over 500 staff members in house at the Head Office in Lancashire, as well as the Master Franchise office in BeverleyResponsible for the IT Support for 8 additional offices across the UK, Scotland and IrelandCreated Process Maps and Flow diagrams using Microsoft VisioProduced reference documentation for internal systems and software, inline with new procedures implemented through the acquisition of Chem-Dry UK LtdUndertake Network administration and ensured all IT User Account administration was maintained, including new users, leavers and returning staffAssisted with the management of the IT system backup procedures, daily. And ensured the validity of each completed job.

At Chem-Dry UK Ltd I was single-handedly the main Help Desk Analyst & First Line Support Technician, taking calls from the 400 users within the building and from all of the field based users, as well as from all of the 110 Franchises across the UK, Scotland and Ireland that Chem-Dry UK Ltd have. I dealt with IT hardware and consumable suppliers, to arrange purchasing at the best price, in line with strict targets and budgets.I had access to, and used, many different software packages including Manage Engine Help Desk, Microsoft Office Professional 2003, Active Directory, Remote Desktop technologies, plus many different purpose designed in-house software applications, including iCMS, Job Entry and Claims4.I had access to and used many different software packages, including Manage Engine Help Desk, Microsoft Office Professional 2003, Active Directory, Remote Desktop technologies, plus many different purpose designed in-house software applications, including iCMS, Job Entry and Claims4.Taking inbound calls from users within the organisation, approx 400 inhouse & 110 Franchises and field based staffIdentified issues through fact-finding and problem replicationResolved issues on first contact, over the phone, in person, or with a remote support toolContacted potential suppliers to gain new and best-price quotes, whilst adhering to strict budgets & targetsWorked towards budgets and targets, and provided weekly updates and reports on IT expenditureWorked as part of a team within a very busy office environmentAssisted senior IT Help Desk technicians during peak times

I used many different software packages whilst working for the NHS in Hull, including the full Microsoft Office 2007 suite, Touchpaper Help Desk, Active Directory 2003, Remote Desktop technologies, and more. Plus many NHS specific applications, including PowerTerm Plus (TELNET), NHS CRS National Spine database, MyID Smartcard Management system and PatientCentre.I started work on the IT Help Desk in July 2007 and was later transferred over to the CRS Access Management Team to assist with the annual intake of doctors requiring access to the systems. Working on the CRS Access Management team involved using Access 2003 Professional to set up their access in the different clinical systems, as well as creating brand new accounts for the medical staff, and dealing with the staff directly for the verification and security stage, and for the administration side of the role, which included having all of the necessary paperwork signed and photo ID checked and verified.Used external and internal computer systemsCreated new user accounts for clinical systems in line with strict Governance proceduresFact-finding, problem replication and problem solving to resolve queries on initial callWorking towards strict deadlines and targetsMulti-tasked with Help Desk and CRS duties during busy periodsEnsured all administration was kept up to date, and distributed accordingly within the different teamsWorked as part of a team within a very busy office environmentProvided excellent customer service at all times, over the phone, in person or via written communication

I started at Chem-Dry UK Ltd on a work-placement in July 2005 as part of my NVQ, which I completed within 3-months. Following the completion of my NVQ I was successful in my application for a permanent role.At Chem-Dry UK Ltd I was single-handedly the main Help Desk Analyst & First Line Support Technician, taking calls from the 400 users within the building and from all of the field based users, as well as from all of the 110 Franchises across the UK, Scotland and Ireland that Chem-Dry UK Ltd have. I dealt with IT hardware and consumable suppliers, to arrange purchasing at the best price, in line with strict targets and budgets.I had access to, and used, many different software packages, including Manage Engine Help Desk, Microsoft Office Professional 2003, Active Directory, Remote Desktop technologies, plus many different purpose designed in-house software applications, including iCMS, Job Entry and Claims4.Completed NVQ in IT User Level 1 & 2 within 3-months, and was hired as a permanent employeeWorking towards achieving set objectives as part of my 3-month probation periodTaking inbound calls from users within the organisation, approx 400 inhouse & 110 Franchises and field based staffIdentified issues through fact-finding and problem replicationResolved issues on first contact, over the phone, in person, or with a remote support toolContacted potential suppliers to gain new and best-price quotes & used negotiating skills to purchase suppliesWorked towards strict budgets and targets and provided weekly updates and reports on IT expenditureWorked as part of a team within a very busy office environmentAssisted senior IT Help Desk technicians during peak times